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Entries for the ‘Communities’ Category

The Rising Importance of Digital Channels

As a consumer, digital channels play a big part of any decision I’m making. Digital channels, in particular online communities, enable me to: Take less risk in my choices and decisions, as I can learn from those that have gone before me. Preview how I will be treated as a future customer. In fact, I […]

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3 Reasons Why Your Customers Need a Customer Service Community – Part 2

In part one of this blog series I detailed two of the reasons why your customers need a customer service community: Self-service is becoming the preferred way to resolve product problems Customer communities are no longer “nice to have,” but an expected part of the customer service experience In part two we’ll conclude with the […]

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3 Reasons Why Your Customers Need a Customer Service Community – Part 1

While simple in theory, great customer service is incredibly difficult to master. But when mastered, customer service is a significant differentiator. There are many examples of companies that have used great customer service as a differentiator—San Antonio-based Rackspace is a classic example: a business competing in a highly commoditized space that differentiates through customer service. […]

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5 Benefits of Online Communities For The Contact Center – Part II

In part one of this two-part blog series I identified three of the ways the customer contact center can benefit from online communities. In part two we’ll conclude with two other benefits.   4. They provide early warning signals Because online communities tend to be the first place people go when experiencing a problem, they […]

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