If you lead a service or support team, you know that being available and responsive is a key job requirement. Your team not only has to understand and resolve the immediate needs of customers but also has to be ready to predict their future needs. A close relationship with your sales team is critical - so that you can make the customer's relationship with your organization as seamless as possible.
You may already be considering an enterprise social network, because you know it can:
But if you need to get buy-in from stakeholders before you invest in an enterprise social network, you’ll need a good business case. And a good business case needs real KPIs and use cases – especially if you have to convince multiple departments of the solution’s value.
To that end, IDC recently crafted a paper that establishes and validates a core set of metrics for enterprise social networks for service and support departments.
If your service or support team is considering the purchase of an enterprise social network – or even just curious about what the benefits could be for you – this is required reading.
Register now to download the report and find out how enterprise social networks can impact KPIs like customer satisfaction, handling time, and innovation – and improve cross-functional collaboration with other departments like sales, legal, and corporate communications.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
User | Count |
---|---|
17 | |
14 | |
13 | |
8 | |
8 | |
7 | |
7 | |
7 | |
6 | |
6 |