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socialcustomerserviceCustomer Communities in 7 Steps

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part vstrategies for your online community

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strategies for your online community

aplenty touting tips for engaging and supporting your customers via social media networks like Facebook and Twitter.

But the field of expertise is much narrower for on-domain communities where you own and manage the platform for engaging customers.

Here are some real-world applications for using online communities for customer service:

Microsoft equips its service agents with a community so they can redirect customers for peer support and issue resolution through Q&A discussions, member profiles and comments.

discover experts

There are blogs, eBooks and websites

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strategies for your online community

Customers can share advice and best practices in Q&A forums, access files, view videos and track topics with #hashtags, likes and @mentions.

share knowledge

HealthStream invites new product ideas from customers, resulting in many implemented product

enhancements.

crowdsource new ideas

Emerson equips customers and employees to crowdsource support and product ideas on the go with a community that’s accessible via mobile.

mobile community

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strategies for your online community

Dell offers feedback and product answers to prospective enterprise IT customers researching solutions before, during and after the sale.

social sales

Organizations track customer interactions via salesforce.com and customers get speedier help in return.

make social portable

Promethean planet recognizes top participating customers and employees with badges and recognition to keep engagement high.

manage reputation

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strategies for your online community

Kaseya measures customer sentiment, support questions fielded without the help of Kaseya

employees and percentage of customers engaging the company to understand its customers’ experience.

track metrics

Cox Communications enables peer-to-peer support in online Q&A forums with verified answers.

peer support

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Come back next Tuesday for Part VI to learn about

“KPIs to Watch.”

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