Social Networks, Communities, and Support
When integrated correctly into service strategy, social can be a powerful knowledge-sharing tool. Consortium Members have developed three tenets of social and support.
- Monitor, Listen, and Learn
- Monitor trends of the “collective voice”
- Identify and listen to the influencers
- Let Social Support Social
- Nurture the health of the community and MVP programs
- The community is about them… not you (or your company)
- Improve, Inform and Influence
- Continuous improvement of customer success and realized value
- Predictive and proactive communications to customers
Resources
Video by Support, for Support – video content creation at Quest Software
The Social Support Journey (pdf)
Social Success – recommended responses to the social media opportunity
Social Media: Engagement, Community, and Support – 2 minute video summary
Communities, Social Networks, and KCS – 3 minute video summary