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.
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.