Verint Community Use Case: Customer Service Platform
Customer support communities create a compelling return on invested capital and gives your customers the support options they want. Verint Community (formerly Telligent) powers some of the world’s biggest and best support communities.
The efficient, self-serving customer service platform
By providing easily-available services to your audience, you’re instantly cutting down the cost of dedicated support.
Accessible, shareable and interactive resolutions to customer issues, bugs and frequently asked questions are the sort of resources that today’s digitally-savvy customer now expects from brands and organizations.
By putting your business at the forefront of transparent customer-facing digital technology, you’re building trust through customer relationships, as well as delivering tangible resources for your future community to build itself around organically.
Create a customer service platform for customers to share experiences
Your online support community will provide an online platform that will give you an eagle-eye view of all issues, concerns and situations happening throughout your customer base.
Having this wide-angle view of your customers’ experiences means that you can stay one step ahead of the game and be proactive in how you manage expectations and outcomes for your community.
Be the first to plan staffing well in advance, and prepare extra digital resources and FAQs for your online community to make use of.
What can a customer service platform bring to your organization?
Decrease support costs:
The biggest benefit of using online communities for customer support is their ability to immediately decrease support costs. By moving common support cases online, resolutions to cases can be used again and again. Plus, you can quickly see which topics cause the most issues.
Plan support staffing:
Our largest customers use their community to plan the staffing of their support centers – communities provide an early warning of incidents that are occurring with products. This type of optimization ensures that they maximize the investment in support.
Self-Service support:
Support doesn’t start at your website, but at your customer’s favorite search engine. Every page is page one and Verint Community (formerly Telligent Community) is optimized for SEO. And, people would rather self-service (and help each other) than work through a traditional support team.
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