Are you considering implementing a customer community? Dive into our blog to understand the associated software costs and the pricing models commonly used in the industry. These typically comprise of the software expenses, migration costs (if applicable), and implementation expenses. Along with our tips and key questions to ask the vendors you're working with.
Discover the dynamic world of Verint Engage23, a customer engagement conference. With a dedicated focus on the Community Track, our team had the opportunity to delve into the power of Verint Community, an innovative platform tailored to meet enterprise clients' customer experience and engagement needs.
The Verint Community platform is a comprehensive solution for building, customizing, and nurturing your community. It provides seamless integrations, rich customizations, robust moderation features, and empowers you to create a community that truly reflects your brand. From granular permissions for nuanced control to automations that keep your community thriving, Verint ensures that you're not just managing your community, you're leading it.
In an era where building a strong online presence is critical to success, many organizations are exploring the possibility of using one platform for their employees and customers. Combining internal and external communities can have significant advantages as well as potential drawbacks. Here we explore the pros and cons of a unified platform and discuss key factors you should consider when making your decision.
You and your employees likely already use Facebook in your personal lives, so it’s natural to assume it may be a good platform for your company to create a community with customers. While a Facebook group can be a useful tool for small businesses to engage with customers and build a sense of community, there are several reasons why it may not be the best solution for your company.
Call deflection strategies allow customers to choose how to resolve the questions or issues they have with a product or service. With a customer community, you can automate some of your customer service tasks, helping your customers find solutions more efficiently while reducing call center costs.
Customers want to feel like they're part of something bigger. An external community allows them to do this in ways that can increase sales and loyalty. Online communities enable customers to engage with your brand and other customers, get support, find answers, and so much more.
A lot of our customers wonder why they haven’t heard of the Verint Community Platform when we take them through a platform evaluation. When we hear this, we seek to quickly fill in the gaps, because Verint is a fantastic option for many companies.
At the start of a new year, people tend to create resolutions for themselves, generally focused on things they want to do more, or less, of going forward. From new exercise regimens to kicking bad habits, these resolutions are typically focused on accomplishing new goals and overall self-improvement, providing a clean state to kick start their year. But why stop there?
Like-minded Austinites kicked off 2016 at the Capital Factory with a conversation about the emerging trend of digital communities. Lead by Jive and Social Edge Strategists, the intimate group discussed online communities and how they related to them.Everyone in the room agreed that a positive customer experience was extremely important for a company. They are not alone. According to Parature's 2015 Global State of Multichannel Customer Service Report, data shows that 97% of consumers worldwide say customer service is a major consideration in choosing their favorite brand.
Have you been thinking about using an online external community to reach your customers in a truly helpful and "sticky" way? It's a fast-growing trend with which many large companies are exploring and experimenting. It makes sense when companies like McAfee, Wells Fargo, and Verizon Wireless are experiencing measurable successes with their external communities. McAfee, for example, reduced call volume by 26% and increased customer satisfaction by a whopping 25% (Source).
JiveWorld14 is just around the corner, and Social Edge is busy planning which sessions to attend, what we want to learn about and who we want to meet. With the Jive-x external community platform release this year, there's even more to learn. As Social Edge president Andrew Kratz Kratz mentioned in a recent blog post, Three Trends to Watch at JiveWorld14, a topic we look forward to hearing more about at JW14 is Jive-x. This year Social Edge has worked with a number of clients that successfully leveraged the features of the Jive-x platform to connect in meaningful ways with their clients, partners and customers.
Andrew Kratz, president and founder of Social Edge Consulting, shares his thoughts on the business value of communities in the first of a series of blog posts. In this post, Andrew talks about how his social journey began, his background working with collaboration platforms, and two challenges the community platform industry faces.
Andrew Kratz recently sat down with Kate Weaver, a community veteran and former Director of Extranet Communities at Health Catalyst. The purpose of their conversation was to discuss her experience migrating from one community platform to another. Kate’s story and insights will prove helpful to other community owners considering a similar path.
What are the most common scenarios or use cases for an external-facing community? At Social Edge, we often work with external communities that are focused on customer support. While the nuances may vary from community to community, here’s what popular communities focus on.
There is little doubt that historians will be analyzing 2020 for decades to come due to the impact of COVID-19, the US election, and the social justice movement. We look with optimism toward 2021 and a return to a new normal. With input from the Social Edge team, here are President and Founder Andrew Kratz's reflections on a most unique year.