community planning

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Published By: Oracle Service Cloud     Published Date: Mar 23, 2016
According to Forrester Research, 76% of consumers are using online self-serve to find answers—more than any other support channel, including phone. And they are no longer just looking for customer support directly on companies’ Facebook or Twitter sites. They are seeking help from their peers for quick and easy answers. Companies are recognizing this social service trend and are using customer communities as a platform to enable customers to socially self-serve. This approach can greatly enhance the overall service experience and reduce escalations to an agent. In looking at social service trends and benefits, it’s important to strategically think about the customer community implementation and planning process.
Tags : 
oracle, service cloud, service management, customer interaction
    
Oracle Service Cloud
Published By: Jive Software     Published Date: Mar 03, 2010
This white paper will provide a framework for creating these types of environments to help facilitate the conversations, as well as guidance around how to apply that content to transform your organization.
Tags : 
jive, build online community, social web, brand affinity, conversation, community planning, loyalty, collaboration software
    
Jive Software
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