Service
Transform Customer Service
According to Forrester in its January 2009 report on The Economic Necessity of Customer Service*
"Good customer service experiences boost repurchase probability and long-term loyalty."
Service quality is the essential feature of the overall customer experience. This experience may well start via one of the major search engines or the generic social web beyond your organisation's own online environment. You need to be prepared to ‘go there'. However, a dedicated online community will improve the quality and efficiency of your customer service provision and provide advice and answers that are more effective and engaging than your business can deliver alone. It really is an all-round win-win: your organisation is seen to provide a better service and customers get their problems resolved more quickly and become more engaged with your brand.
Comment's easy to set up and manage microsite, with its ability to integrate with your existing CRM system, will enable both commercial and not-for-profit organisations both help their customers help themselves, and collaborate with their employees.