© 2013 Telligent Systems, Inc. All rights reserved.

socialcustomerserviceCustomer Communities in 7 Steps

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

part IItraditionalchannels

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

traditional channels

Even now, customers turn to familiar places to get help or engage your brand:

Remember how you used to get support?

Thing is, now there are new social and interactive ways to get help, share information or buy additional products from brands.

68%phone

60%website(static faqs)

54%email

37%im

Statistics from Transform the Contact Center for Customer Service Excellence, Forrester Research, Inc., September 5, 2012

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

Ready for more? see the link in the description below

to Part III “Social Customer Service in a Nutshell.”