Improve Support
Unlock the collective knowledge of your customers, partners and employees.
"Support communities can help customers ask questions and find answers quickly as well as help companies learn more about their products and even reduce existing support costs."
"Online Community Best Practices", Forrester Research Inc., February 2008.
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Customer Support is an important part of your business. Getting it right has implications across your whole organization - from future sales and brand reputation to product innovation and development.
With Sixent Enterprise, it's possible to harness the collective knowledge of your customers, partners and employees.
Sixent Enterprise is a social networking platform built for business. It offers a suite of the latest Web 2.0 communication and collaboration tools integrated into a branded, secure environment.
Sixent Enterprise offers a cost-effective way for your organization to augment your support services to help your customers quickly find the product expertise and advice they are seeking.
A Social Approach To Customer Support
Provide Knowledge
- Provide self-service support tools for instant access to FAQs, information and resources
- Facilitate peer-to-peer resolution of customer issues and questions
- Let customers spread the word about how they use your products or services
Connect People
- Engage and empower customer advocates who help their peers
- Build communities of customers to strengthen your support relationships
- Introduce and connect expert employees with your customers
- Expand your reach (and brand awareness) to prospective or past customers
Identify Issues
- Track customer issues as they arise and communicate resolutions in a proactive manner
- Understand what works (and doesn't work) based on direct customer feedback
- Gain insight on product usage and satisfaction
- Invite engaged customers to participate in new product testing and research validation
Benefits
Take a fresh, social approach to improving customer support:
- Build a customer community around your product
- Enable peer-to-peer support to decrease operational costs and improve response times
- Capture customer needs and successes to drive product development
- Improve customer retention