Social Customer Service eBook Chapter 7

© 2013 Telligent Systems, Inc. All rights reserved.

socialcustomerserviceCustomer Communities in 7 Steps

2© 2013 Telligent Systems, Inc. All rights reserved.

part viisocial customer service applied

3© 2013 Telligent Systems, Inc. All rights reserved.

social customer service applied

80% of customers use the community for training, support

or talking to employees

Created ongoing communication platform with customers

Reduced support cases 40% within 6 months, 60% in 12 months

Support turnaround decreased 50%, now averaging 15 minutes

Increased customer base 5x with only one additional support tech

Reduced inbound support cases and overall support costs

Increased new product feedback and ideas

success stories

4© 2013 Telligent Systems, Inc. All rights reserved.

social customer service applied

Improved product R&D processes by incorporating customer feedback

14x increase in questions asked and answered without Kaseya employees

Increased site traffic 30% after integrating community with Dell.com

Increased sales and customer engagement

Increased customer participation by 300% year over year

85% of sentiment by power users is positive

success stories

5© 2013 Telligent Systems, Inc. All rights reserved.

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