You have a question, another person has the answer. You learn from the answer and share what you've learned with others. Everyone benefits from everyone else's efforts. Now contrast that with the fragmented systems, the barriers to communication, and duplicated effort that typify traditional customer service processes. It becomes a journey just to get to an answer that may lie with your colleagues, just feet (or meters) away.
I've learned a lot from our customers over the last 5 years. I've seen the difficulties customer service teams face when handling questions - first hand. I know how those pain points can be reduced or removed by social solutions through frictionless information flow and sharing. And I've found that every customer service team needs metrics to measure value and promote further investment once the honeymoon period of 'new software' is over.
So how exactly does traditional customer service go wrong? And how does social customer service provide a better way? I helped put together the following infographic to show the impact of a complete social customer service solution, backed up by results from our customers.
You can learn more by grabbing our customer service toolkit here: Customer Service Solution Toolkit - Jive Social Business Software
And be sure to register for the upcoming customer service webinar here: http://www.jivesoftware.com/events/webcast/register-accenture-thinkjar
(click for larger view, or download in the attachments)
*Results may vary based extent of hydra infestation.