Jon Allen - Vice President and General Manager, Communities and Web Self Service
1 minute read
By Jon Allen - Vice President and General Manager, Communities and Web Self Service
Posted in Customer Engagement
While the COVID-19 pandemic has kept us physically apart, the need for people to connect virtually is stronger than ever. As dining tables turn into workspaces and classrooms, online communities are proving to be essential platforms for enterprises, government agencies, and other organizations looking to connect with their customers, co-workers, and peers during this unique time.
As companies like yours adjust to this new normal, customers continue to have questions—and your employees still have needs to be met. In order to prevent a spike in call volumes and costs, and maintain your hard-won customer loyalty, it’s a perfect time to implement Verint Community (formerly Telligent). With Verint’s robust and secure community and forums platform, organizations can provide a collaborative space to share ideas, provide information, and stay connected.
Leader Networks, a leading strategic and researching firm, recently released a paper exploring how successful companies are using their online communities—such as Verint Community—as a central element of their multi-channel self-service strategy. The report displays how communities can provide scalable, affordable, and effective customer support.
“We found that well-run communities create a framework for positive engagement between customers and the company to create a win-win situation: members succeed with the product and trust the organization’s brand, while the company retains satisfied customers and generates greater loyalty,” the Leader Networks report stated.
The report concluded that online communities save more than $1 million annually for large enterprises—a significant savings. The ROI for these large enterprises continues for years as the technology scales with business goals and evolves to meet the changing needs of customers and employees alike.
The findings of the Leader Networks report support the current trends we see with online communities. Large enterprises and organizations are looking for ways not just to save money but also to provide the high-level service that their customers expect.
Verint’s teams of experts can help you launch secure, engaging communities to provide effective self-help amid the shifting landscape stemming from the global pandemic. You’ll also be able to improve customer experiences, reduce costs by deflecting support calls, and strengthen brand affinity and loyalty while also gleaning insights to help you better understand your customers.
To see how Verint Community can bring you these results, please request a demo.
Did you like this story?
Subscribe for more Customer Engagement insights