Transforming the Customer Experience with Social Collaboration

TRANSFORMING THE CUSTOMER EXPERIENCE WITH SOCIAL COLLABORATION How Social is Your Service? 75% 71% 56% Organizations that deploy Social Collaboration Platforms Improve Customer Retention Rates 75%. with a Positive Social Customer Service who use Social to Interact with a Experience Recommend the Company's Products. Company feel a Stronger Connection. -$1 43% Customer Service Calls Cost $6-$8. When using Social Collaboration, the Cost is Less than a Buck. Prefer to Deal with Organizations over Social Collaboration Networks. 51% Trust Online Forums More than a Company's Website. Knowledge Sharing Features Required Information Collection & Access Growing Knowledge Base Quickly Drill Down to Documentation Post Multiple Types of Content Easy Location of Missing Information Instant Collaboration to Better Respond Ask Questions, Get Instant Answers Instantly Share Knowledge and Expertise Zero Implementation Effort Required by IT Low Management Overhead Bloomfire Learn more. Request a free trial at www.bloomfire.com/free-trial/ 1717 W. Sixth Street, Suite 100 Austin, Texas 78703 www.bloomfire.com Sources: Aberdeen Research, Avaya, Harvard Business Review.