VITO Letter SAMPLES - Customer Service

Version 1

    SAMPLES


    Email 1

     

     

    Email Subject Line: When customers help customers, everybody wins. Find out how.


    Other Subject Line Options:

    Subject Line Option # 1: Interested in lowering support costs by 15%? It only takes 15 minutes.

    Subject Line Option # 2: 9% Increase in First Call Resolution, 15% Decrease in Support Costs with Jive

     

    Dear <Name>,


    Your customers are talking about your brand on the social web.  With the Jive for Customer Service Solution you can direct all of those valuable discussions to your own community where you can monitor and identify trends, triage issues quickly and provide the best customer experience possible. Clients who have deployed our Jive for Customer Service solution have reported a decrease in overall support costs and escalations, as well as an increase in brand awareness and SEO.


    Here are some of our customers' results:

    • National Instruments – 46% of support questions answered by customers instead of support
    • EMC - Customers in the Community are spending 49% more money than Customers that are not registered in the Community
    • Verizon Wireless – 103% increase in registered users and 24% increase in active users after 6 months15% reduction of handle time
    • TeleTech – 9% increase in first call resolution (FCR) rate, 15% decrease in average handle time (AHT), 34% avg increase in Tier 1 CSAT, 19% avg increase in Tier 1 CSAT

     

    Please download our Customer Service Success Kit for more information. (Link: http://www.jivesoftware.com/resources/kits/get-customer-service/)


    When would be the best time for a quick, 15-minute conversation to see how Jive for Customer Service can provide the same business value for your organization?


    Best,


    <Your Name>


    <Signature>


     

     

    Email 2


    Email Subject Line: Drive Value with Social Customer Service Like McAfee, and Save $3 Million per Year


    Other Subject Line Options:

    Subject Line Option # 1: Jive customer saves $3 Million per year and improves customer experience. You can too.

    Subject Line Option # 2: Further Proof on Business Value of Jive for Customer Service



    Dear <Name>,


    I'm following up on my last email and wanted to give you more proof that Jive for Customer Service can improve communication between your employees and customers, deliver the benefits of crowd-sourced solutions, and build passionate brand advocates. 


    McAfee, the world's largest dedicated security company, wanted to transform customer service from a cost center into a value-creating entity. The company's objectives were to increase customer satisfaction, boost up-selling and cross-selling, and replace an existing infrastructure that couldn't scale.


    Here are McAfee's results from using Jive for Customer Service:


    • Reduced call center costs by $2.6 million per year.
    • Reduced employee and IT costs by $350K per year.
    • Increased customer experience and satisfaction.


    Want to schedule a 15-minute discussion? Also, please check out our "Escaping the Customer Service Dilemma" whitepaper.  (Link: http://www.jivesoftware.com/wp-content/uploads/2012/10/WP-Social-Customer-Service.pdf)


    I look forward to hearing from you.


    Kind Regards,

    <Your Name>


    <Signature>

     


    Email 3


    Email Subject Line: Further Proof on Business Value of Jive for Customer Service


    Other Subject Line Options:

    Subject Line Option # 1: Jive customer saves $3 Million per year and improves customer experience. You can too.

    Subject Line Option # 2: Drive Value with Social Customer Service Like McAfee, and Save $3 Million per Year

     

    Dear <Name>,

    Just checking in one final time to schedule a brief 15-minute conversation. We can accomplish a lot in 15 minutes by looking at Jive customers that are reaping massive benefits from the Jive for Customer Support Community. Our customers are deflecting enormous volumes of cases away from the call center while building passionate brand advocates and driving revenue growth. 

    Companies like McAfee, Cerner, Eloqua, T-Mobile, and Netapp have all taken steps to arm their organizations with business value and crushing their pain points. Now it's your turn.


    More proof:

    • NetApp - 40% of all web traffic from the Jive Customer Community translated into $500 million in additional revenue.
    • EMC - Customers in the community spend 49% more than non-community customers.
    • Eloqua - Reduced Support Calls by 50% and increased renewal revenue by 82%.


    Check out this on-demand webcast, Turning Customer Service into a Competitive Advantage.  You'll see the enormous success EMC has experienced from building a vibrant customer community. (Link: http://www.jivesoftware.com/resources/on-demand-webcasts/turning-customer-service-into-a-competitive-advantage/)


    If you are not the right contact but can point us to another person in your organization who may have interest, I’d appreciate your assistance. Thanks in advance for your help.

     

    Best,

    <Your Name>


    <Signature>