JiveWorld12 is quickly approaching! One of the speakers I'm most excited to hear is Justin Strasburg, Knowledge Manager at EVault, a Seagate company.
Justin has worked with technical support groups the last twelve years, both as an engineer and SME. In that time, he has worked on several projects designed to improve the online self service experience for a variety of audiences from customers to partners to employees. At EVault, he is leveraging Jive to bring the customer closer to the product enhancement lifecycle through ideation.
I interviewed Justin to get his thoughts on Social Business.
Justin, what was the business driver behind launching social business?
We needed to reduce our support cost by building a better self service portal and engaging our partners and customers to help answer each others questions.
What's the best success story you can share about your social business implementation?
Our support agents spend on average 2 to 3 hours less a week researching or looking for information due to our Jive implementation.
What advice do you have for people new to social business?
Make sure you have executive buy-off and support for internal communities. It's crucial in building the external community to identify your customer "champions" and nurture them.