social customer service ebook chapter 2
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© 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.”
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