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ROI is important, so lets look at ROI first of all.  With a customer support community it’s a pretty straightforward deal.  Ok, let me rephrase that, it ‘should’ be a straightforward deal, because I’m assuming you know how much each problem resolution costs via your standard support channels.  You do?  Great, then lets move on.  Once you have that simple bit of information, all you have to do is measure each successful problem resolution via your online community (that was solved by other members rather than yourself), and divide that by the cost of your community to get the cost per resolution.  Compare that with your traditional method and Bob’s your Uncle.

… Cisco have had an online support community for years now, where millions of customers gather online to talk about Cisco products.

Cisco estimates that the online support community diverts around 1 million support requests away from official channels each year.  The value of having problems solved by the community is estimated at over $120 million each year!  Did you get that?  $120 million each year.  I reckon that kind of saving would be enough to prove to senior management that social media is worthwhile don’t you?

Great summary and the Cisco-numbers are blowing everybody away. I am always using an internal IBM example of a Self Service community. All the Mac and iOS users in IBM are organized in a Mac Community helping each other. No official support by IT, but a community with experts and not vwery technical users like me solving all questions themselve. (And of course IT provides the necessar entry points, like the VPN gateway for Mac, Traveler access for iOS etc.). Meeting the experts and help each other is a great success factor for communities.

This is why a Corporate Website should host communities, And this is why a Social Portal is so important as part of your Customer Experience. Any successful Customer Self Service Communities you know about and best pratcises to share?

Posted from Digital naiv – Stefan P.’s Business Blog

Veröffentlicht von StefanP.

Stefan Pfeiffer ist seit 2007 bei der IBM in verschiedenen Marketingpositionen tätig. Als gelernter Journalist hat er natürlich eine Leidenschaft für das Schreiben, die er hier im CIO Kurator, aber auch in seinem persönlichen Blog DigitalNaiv auslebt. Seine inhaltliche Leidenschaft im IT-Umfeld gilt dem digitalen Arbeitsplatz, dem Digital Workplace. Auf Twitter ist er als @DigitalNaiv „erreichbar“.

6 Comments

  1. […] ganz gerne – um nicht immer IBM zu nehmen – Cisco an, die öffentlich sagen, dass sie mit “Customer Self Service”-Communities 120 Millionen $ im Jahr sparen. Das ist für mich ein Beispiel, wie man die konstruktiven Mechanismen und Verhaltensweisen im […]

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  2. […] des Dialogs kann zu enormen Kosteneinsparungen führen, wie das eigene Beispiel der IBM oder auch Cisco nachweisen. Natürlich kommt dies nicht von alleine, sondern für eine lebendige Community müssen […]

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  3. […] can significantly reduce costs, as has been shown at IBM itself and at other companies such as Cisco. Of course, this advantage does not come from nothing. The study showed that companies have to […]

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  4. […] Transparente, offene Diskussion mit Kunden und Partnern kann durchaus positiven Einfluss haben. Cisco hat Kunden-Communities eingerichtet, in denen offen technische Probleme und deren Lösungen diskutiert und dokumentiert werden. Laut […]

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  5. […] have a lot to gain from transparent, open discussion with customers and partners. For instance, Cisco has set up customer communities where technical problems and their solutions are documented and openly discussed – a measure the […]

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  6. […] Self Service Communities as another pillar of Social Care. Case Studies from IBM developerworks or Cisco are two examples, how you can unleash the power of Communities, provide better service and save […]

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