In our fourth chapter in a series of seven on Social Customer Service success, we talk about how social channels are improving customer experience and the 5 keys to a successful peer-to-peer community. We’ll post a new chapter every Tuesday morning through Aug. 6. Ready for chapter five? >>> http://www.slideshare.net/Telligent/social-customerservicee-bookbytelligentchapter5live

1. © 2013 Telligent Systems, Inc. All rights reserved.
social
customer
service
Customer
Communities
in 7 Steps

2. 2
© 2013 Telligent Systems, Inc. All rights reserved.
part ivemerging social
channels

3. 3
© 2013 Telligent Systems, Inc. All rights reserved.
emerging social channels
Statistics from Transform the Contact Center for Customer Service Excellence, Forrester
Research, Inc., September 5, 2012
It’s the norm for customers to turn to their cell
phones, tablets and computers to get help online. this
makes social engagement a logical next step. Here
are some of the top contenders based on customer
adoption trends:
27%
online forums
or communities
20%
text message
19%
twitter
Emerging social tools are
quickly gaining traction.

4. 4
© 2013 Telligent Systems, Inc. All rights reserved.Statistics from Welcome to the Era of Agile Commerce, Forrester Research, Inc., March 11, 2011
Quote from Your Community Upgrade: From Experiment to Strategic Approach, Forrester Research,
Inc., July 12, 2012
Benefits from Design Your B2B Community for Maximum Engagement,
Forrester Research, Inc., August 12, 2012
The good news?
Multichannel support benefits your bottom line.
And even better news?
Communities are top drivers for:“You can leverage
on-domain community
investments to deliver greater
returns than off-domain by
revealing important insight into
participant behavior, shape how
customers navigate to content,
and generate conversations
that can be harvested for
product development.”
48% 36% 28% 25% 25%
Increased
online sales
Decreased
operating costs
Increased
customer
satisfaction
Increased
profitability
Decreased call
center volume
brand
advocacy
lower costs
and higher sales
customer
loyalty
emerging social channels

5. 5
© 2013 Telligent Systems, Inc. All rights reserved.
According to Gartner, the 5
key objectives for a peer-to-
peer community include:
reviews
Graphic created by Telligent based on Gartner research from page 3 in The 3x5
Approaches to Peer-to-Peer Communities for Social CRM, Jenny Sussin, 7 February 2012
emerging social channels
Expertise
exchange
ideation networking
q&a

6. 6
© 2013 Telligent Systems, Inc. All rights reserved.
Ready for more? see the link
in the description below to
part V “Strategies for Your
Online Community.”