According to Forrester Research, 76% of consumers are using online self-serve to find answers—more than any other support channel, including phone.
And they are no longer just looking for customer support directly on companies’ Facebook or Twitter sites. They are seeking help from their peers for quick and easy answers. Companies are recognizing this social service trend and are using customer communities as a platform to enable customers to socially self-serve. This approach can greatly enhance the overall service experience and reduce escalations to an agent. In looking at social service trends and benefits, it’s important to strategically think about the customer community implementation and planning process.
Have you considered creating an online customer community for your brand? This benchmark report from Gleanster Research explores how and why Top Performing organizations invest in Online Customer Communities.
Written by: Forrester Research and Sponsored by: Art Technology Group, Inc. In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on?
B2B Marketers can use online video to enhance the two-way dialogue with customers and prospects and strengthen the social relationship with online communities. Watch this free recorded webinar where experts from both online video and social media industries discuss ways to get started, capture ROI, and engage with online B2B audiences.
Read this report to learn how to harness the power of managed online communities to increase ROI and build relationships with your customers. Unlike other marketing programs, online communities allow businesses to engage with customers through a combination of expert content and online community interactions. Throughout the Customer Lifecycle - from Awareness to Advocacy – clients achieve measureable results with real-time data and insights.