Social Customer Service eBook Chapter 7
Transcript of Social Customer Service eBook Chapter 7
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© 2013 Telligent Systems, Inc. All rights reserved.
socialcustomerserviceCustomer Communities in 7 Steps
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part viisocial customer service applied
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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
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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
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