You’ve identified the need for a developer community solution, you may be evaluating vendor options, seeing who best solves the problems you’ve identified. The question now becomes, “How do I sell this to my company and get buy in from senior leadership?” The most important thing to have prepared before you go to leadership is a well-developed plan with data to back up your ideas, specifically focused around ROI.
Smart customer engagement leads to better customer service and a better customer experience.
In the age of the digital customer, delivering differentiated customer service has become a strategic imperative. 78% of customers have ended a business relationship because of bad customer service. It is also estimated that it costs a company six to seven times more to acquire a new customer than it does to retain an existing one. And that’s just the beginning – there are plenty of reasons why companies should invest in strong customer service.
According to Gartner, 64% of people say customer experience is more important than price in their choice of a brand.
70% of customers prefer using a company’s website to get answers to their questions over phone or email. However, a survey included in the book The Effortless Experience and Customer Experience 3.0 showed customers struggle with two main issues related to self-service support: they “couldn’t find the answer” and “instructions weren’t clear enough.”
Nothing is scarier than a terrible customer support experience. Customer frustration, coupled with the lack of and resources, can tarnish your brand or organization’s reputation, send customers running for the door, and negatively impact your bottom line.
Once you or your company has made a sale of a product or service to a customer what do you do next?
An online community can be the perfect outlet for transforming customer support into a powerful and engaging experience. Online communities provide efficient support through improved customer knowledge; people can resolve problems at their own speed and learn as much or as little as they want. Companies can pre-populate communities with strong content to address frequently asked questions. Further, customers can connect with others based on similar interests, such as product inquiries or support issues – and even route questions to experts for immediate answers.
Poor customer service almost guarantees that your customer will not be giving you additional business.
We’ve all been there, it’s 30 minutes into a customer service call and you’re in the process of being rerouted for the third time. Nobody seems to know the answer to your question and you are displeased, to say the least. To make matters worse, you already tried to use the company’s website, social media pages and Google to find your answer, but no luck.