Socially Connecting Your Customers to Optimize Customer Support
  In today's open online environment, some of your customers are already meeting each other, in online forums and at live events. New technologies available today enable you to increase these interactions exponentially, in a format controlled and even monitored by your organization, to great benefit for both your customers and your organization.
The Nature of the "Social Beast"
What does a controlled social environment for your products and services look like? Imagine enabling your customers to do the following:
- Join communities, groups, forums and discussions on your products and solutions
- Ask and answer technical questions. Earn "expert" status in a given area
- See which discussions are popular and which questions are unanswered
- Get published using blogs, discussions and documents
- Browse communities, groups and people; follow people and content
- Independently access technical resources, documentation, and patches
- Search the customer support knowledgebase
The possibilities are startling: companies using this new technology show up to a million or more registered members and thousands of discussions on their more popular products and topics. With solutions like salesforce.com's Service Cloud3, many social elements are made available within the cloud-based platform. Additional capabilities from leading providers such as Jive provide the foundation for integrated customer support portals, social collaboration and social media monitoring. PRS Consulting Services's Tranformational Customer Support services incorporate these social CRM capabilities for you to ensure the optimal experience for your customers.
Benefits
With socially-connected customer support, you can reduce the cost of providing customer support and provide an interactive, user-friendly environment customers demand. In addition, you can learn from your customers in real-time, enabling innovations in your products and services that target the areas of greatest concern by your customer set. You get increased customer satisfaction, increased customer sales, higher customer retention, and reduced support call volume and costs.
Learn more about PRS Consulting Services's cloud-based customer support leveraging knowledge management and social technology.
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