Becoming Social Inside and Out: The Value of Collaboration in Customer Service

This Thursday, I will be moderating a webcast with longtime TSIA partner Moxie Software on “Becoming Social Inside and Out: The Value of Collaboration in Customer Service.” Over the last 5 years, adoption of online customer communities has skyrocketed, with three quarters of TSIA members now offering an online discussion forum for customers. While communities to engage customers and encourage peer-to-peer support have been all the rage, and front and center in analyst and press reports about service, this is not the only advancement made in regards to using communities to enable collaboration. While everyone has been focusing on customer communities, other service divisions have been busy launching employee communities to better enable sharing of ideas across the enterprise. In fact, according to the 2012 TSIA Services Technology Survey, all service disciplines now have high adoption of community tools:

Now, that doesn’t necessarily mean that all of these companies have a full, robust, community platform for community; smaller companies likely have a less robust approach to collaboration. But clearly, the community concept applies to more than customers. Other service divisions use communities to:

  • Education: 71% of education services teams are using communities to share tips and tricks for education customers, FAQs from students, strategies to improve learning comprehension, etc.
  • Professional Services: 63% of professional services teams are using communities to share custom code created for application customizations and integrations, lessons learned on customer projects, etc.
  • Field Service: 74% of field service teams are using communities to share information on how to repair unusual problems, or older versions of equipment, sharing other insights gleaned from customer appointments, etc.

The nirvana, however, is to began merging the dynamic customer communities with the dynamic employee communities, allowing customer issues to be resolved even faster by collaborating with experts across your enterprise, even development, QA and product management. However, there are a few obstacles to work out prior to successfully bridging customer and employee communities, and in Thursday’s webcast, I will discuss each of these “opportunities:”

  • Create a path towards expertise management
  • Enable real-time collaboration among community members
  • Leverage expertise and collaboration to improve service levels
  • Better capture knowledge from experts for reuse

Regardless where you are in your community journey, join us Thursday to learn more about enterprise collaboration and creating more customer-centric organizations. If you don’t have time to attend Thursday’s webcast, register anyway! We’ll send you a link to watch a recorded version of the webcast at your leisure, as well as a copy of all the slides from the webcast.

And as always, thanks for reading!

Explore posts in the same categories: Best Practices, Consumer Support, social media

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