Chapter five is live! Check out our fifth chapter in a series of seven on Social Customer Service success. We’ll post a new chapter every Tuesday morning through Aug. 6. In this week’s chapter, we get tactical and talk about strategies for your online community. What's your plan? Continue learning in our next chapter >>> http://slidesha.re/17U27Ij

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 vstrategies for your
online community

3. 3
© 2013 Telligent Systems, Inc. All rights reserved.
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

4. 4
© 2013 Telligent Systems, Inc. All rights reserved.
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

5. 5
© 2013 Telligent Systems, Inc. All rights reserved.
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

6. 6
© 2013 Telligent Systems, Inc. All rights reserved.
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

7. 7
© 2013 Telligent Systems, Inc. All rights reserved.
Come back next Tuesday
for Part VI to learn about
“KPIs to Watch.”
Or follow us on SlideShare
for more updates.