(PRWEB) September 19, 2012
Telligent, one of the pioneers in social software for the enterprise, today introduced Telligent Community 7.0, its newest version of online community software designed to elevate customer experience through social customer service. Telligent Community 7.0 gives companies the most comprehensive solution for social customer service that engages business decision makers before, during, and after the sale. The newest product release addresses the needs of customer care while creating opportunities for product development, sales and marketing, creating a 360-degree view into the customer experience.
“Online communities have long been championed as channels to reduce costs through online self-service and peer-to-peer support,” said Rob Howard, Founder and CTO of Telligent. “While there is tremendous value in social tools helping businesses scale their support offerings and lower the burden on customer service agents, we have extended this view to achieve so much more. Social customer service is social support plus one; it has the power to influence purchasing decisions that drive revenue.”
According to a recent report by Forrester Research, Inc., “Seventy percent of online consumers expect businesses to try harder to provide superior online customer service.” (1) And, the bottom-line impact of using online communities for social customer service is more than just cost savings; it influences buying decisions. Findings from a recent survey by Forrester Research indicate that “tech buyers who are in the purchase process use web and community resources to find 70% of the information they need before they engage with a sales resource.” (2)
Telligent Community 7.0 was designed to help businesses increase customer satisfaction while at the same time boost their bottom lines. Key elements of Telligent’s new solution for social customer service include:
By delivering more efficient self-service and collaborative support, reputation helps reduce volume to expensive, agent-driven channels and builds brand loyalty that directly impacts customer lifetime value.
Dell relies on Telligent for its TechCenter community where it connects customers and employees to share knowledge, best practices and information about Dell products and installations. A global community that serves enterprise customers throughout the United States, China, Japan and Germany, Dell TechCenter helps IT decision makers find information, make educated decisions about technology purchases, and then use this knowledge to perform their jobs better using Dell products.
“Dell TechCenter’s community members are highly technical IT administrators who want to learn more about Dell directly from our engineers,” said Jeff Sullivan, Senior Marketing Manager, Communities and Social Media at Dell. “We create a bridge between our engineers, prospects and customers to share knowledge and helpful information. The community shows that we are personal, social and helpful to our customers.”
The entire Dell TechCenter success story can be found by visiting http://telligent.com/customers/m/success_stories/1353581.aspx.
Telligent Community 7.0 is available now. For more information, please visit http://telligent.com/landing-pages/p/telligent-community-7-0.aspx.
Today’s announcement coincides with Telligent’s introduction of Telligent Enterprise 4.0, enterprise social software designed to advance sales enablement and internal support through employee social engagement.
Telligent Enterprise 4.0 is available now. For more information, please visit http://telligent.com/landing-pages/p/telligent-enterprise-4-0.aspx.
(1) The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012, Forrester Research, Inc., July 11, 2012.
(2) Your Community Upgrade: From Experiment to Strategic Approach, Forrester Research, Inc., July 12, 2012.
Telligent powers online communities and enterprise social networks that are essential to business. Global brands including Cadbury, Dell, Investec, Microsoft, Oxfam, Rackspace, Sitecore and Susan G. Komen for the Cure trust Telligent to transform their business with social. Telligent software helps companies empower their customers, employees and partners with social collaboration tools that drive real business value: higher sales, lower costs and bigger ideas. Our commitment to customer excellence is matched only by our dedication to community service, a people-first philosophy that defines our brand promise. For more information, visit Telligent.com or connect with us on Twitter and Facebook.