© 2013 Telligent Systems, Inc. All rights reserved.

socialcustomerserviceCustomer Communities in 7 Steps

2© 2013 Telligent Systems, Inc. All rights reserved.

part ivemerging social channels

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© 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 communityinvestments to deliver greater

returns than off-domain byrevealing important insight into participant behavior, shape how customers navigate to content,

and generate conversationsthat can be harvested for

product development.”

48% 36% 28% 25% 25%

Increasedonline 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© 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

Expertiseexchange

ideation networking

q&a

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.”