Customer Service Resources & Articles
The social approach to Customer Services both improves the customer experience and reduces the costs of providing that experience. By creating a community for your customers you open up two valuable channels for customers to service themselves, which many will prefer to do. First, you can create a knowledge base in your community from common questions that get asked, so your customers can search and learn about your product(s) on their own. Secondly, by opening up interaction between customers through forums and other collaboration tools, customers can help each other. A significant bonus to this approach -- in addition to high customer satisfaction and low costs -- is that it provides a greater opportunity and chance that the customer will learn and fully consider new uses for your products, perhaps leading to additional purchases, but certainly resulting in a greater sense of value from your offerings.
Creating a private space in your support community for each customer (or your most valued customers) emphasizes your commitment to them while allowing you to use a team-based approach to helping them. The sub-community dedicated to them, their concerns, and their projects, provides a breadth of social collaboration tools to work together while creating a single repository of information pertaining to their specific uses of your product that anyone on their team can access. It also means that you can leverage more of your team to provide more timely and comprehensive support with fewer dedicated resources.
On this page you will find a collection of our most popular articles and customer service resources, ranging from information about customer communities, self-help, building customer relationships, increasing customer loyalty, and more. Use these resources to guide you to best results possible.
Using an intranet helpdesk for social customer service makes life easier for both customers and staff. People no longer have to jump through hoops to get the answers they need. Take the following benefits into consideration.
by Tim Eisenhauer · 10/12/2015
by Tim Eisenhauer · 9/26/2014
by Tim Eisenhauer · 9/11/2014
by Tim Eisenhauer · 3/5/2014
by Tim Eisenhauer · 7/9/2012
by Tim Eisenhauer · 7/6/2012
by Tim Eisenhauer · 7/5/2012
by Tim Eisenhauer · 6/2/2012
Get free expert advice and tips on how to make your organization a better place to work.
Free of charge. Unsubscribe anytime.
Get an in-depth look at the in's and out's of business and company intranets. You'll learn what they are, different ways to use them, the common features, and the benefits your business can experience from having one.
Get a high level view of how an intranet will consolidate your company's needs into a single, secure, online hub. You'll witness how a company successfully utilizes an intranet -- and the mishaps of a company that doesn't.
Building an intranet for your company is easier than ever. With a little bit of planning and forward thinking, you can be up and running in a few days. Here's a list of best practices for a smooth implementation.
We make Communifire, the first collaboration platform tailored to fit how you already work. Your people, your documents, your projects. Together at last, and instantly searchable.
Want to write a guest blog post for Axero? We're looking for contributors. Send us your idea and you could be featured on the blog.