© 2013 Telligent Systems, Inc. All rights reserved.

socialcustomerserviceCustomer Communities in 7 Steps

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part Icustomer service overview

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customer service overview

90% stat from Forrester Research, Inc., ‘Best Practices Framework for Customer Service,’ May 26, 2011

what’s the hubbub with customer service?

of customer service decision-makers tell Forrester Research, Inc., that a good service experience is critical to their company’s success.

And yet, just over 1/3 of companies deliver a positive customer experience.

90%

1/3

1/3 stat from Forrester Research, Inc., March 2012 blog post: ‘Forrester’s 10-Step Program On Mastering The Service Experience: A Quick Recap’

4© 2013 Telligent Systems, Inc. All rights reserved.

it’s tough to get it right.

“68% of US consumers report an unsatisfactory service interaction during the past 12 months.”

Statistics from The Forrester Wave: CRM Suite Customer Service Solutions, Q3 2012, Forrester Research, Inc., July 11 2012

On top of that, the channels for support are multiplying, customers are looking for help from a growing number of devices and competitors are jockeying for market share.

It’s time to pay close attention to your customers’ experience. If you can get it right, you can create the foundation for a successful business. Per Forrester Research, Inc.:

Transform the Contact Center for Customer Service Excellence, Forrester Research, Inc., September 5, 2012

68%

70%“70% of online consumers expect businesses to try harder to provide superior online customer service.”

Poor customer service experiences lead to increased

service costs.

Good customer service experiences boost repurchase

probability and long-term loyalty.

Poor customer service experiences

lead to customer defection and

service loss.

customer service overview

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Ready for more? see the link in the description

below to part ii “Traditional Support Channels.”