Many companies are starting to replace expensive, frustrating call centres with peer-to-peer social support communities. Some have discontinued phone and email support altogether, saving £millions.
Most people hate waiting in phone queues, being passed from one department to another; only too often having the bad experience of reaching a support agent who doesn’t know the answer, nor have the ability to pull one from a knowledge base.
What if, instead, your customers could visit your community where nine times out of ten they find the answer they’re looking for without even having to ask? And if they do ask, what if they could get a rapid response from a fellow customer – an expert in the product category, with zero intervention from support agents? What if the community could populate an ever-expanding knowledge base, for both customers and employees to access? What if your biggest advocates were keen to spend hours each day, unpaid, helping others?
Communities often become the #1 driver of traffic to your site; and community users tend to stay longer and spend more.
If you’d like to find out how to social support can help you reduce costs and increase customer satisfaction, please contact us. We’ll normally get back to you within two working hours.