Social Networks, Communities, and Support

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.

  1. Monitor, Listen, and Learn
    • Monitor trends of the “collective voice”
    • Identify and listen to the influencers
  2. Let Social Support Social
    • Nurture the health of the community and MVP programs
    • The community is about them… not you (or your company)
  3. 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