When it comes to a social community, many companies view their investment as a simple matter of outbound marketing. They view individual portions of their own organization as separate components without really considering from the customer’s perspective, the company is the company.
Customers expect an omni-channel experience that doesn’t require they interact with the company through any one way. It’s imperative that the contact center, and other customer-centric facilities for that matter, take an active approach with regard to any community endeavor.
From the contact center standpoint, here are four key points that should be considered when identifying how your community and your customers will benefit when your community has active investment from your contact center.
These thoughts should give you a framework to start when considering the benefits of engaging the contact center with the community, I encourage you to discuss these tips with thought leaders in your own contact center.Telligent Community can help in a variety of ways, helping to mainstream your contact center and integrate into your community. Give us a call…we’d love to help!
Good stuff Michael, it is amazing how much technology has affected the way that Contact Centers interact with users. It is a much different world then when I started selling into the Contact Center back in 1999!