Social Media Wave- Social Media Marketing Agency

Using peer-to-peer support to reduce costs

Customers want to resolve their problems immediately—without ever having to spend time being routed through a support call center. In fact, over 40% of all visits to tech support forums are in lieu of opening a directly connected support ticket.

With a Social Media Wave Support solution, you can streamline response times and encourage customer self-sufficiency by giving them exactly what they want: an online, peer-to-peer support community where they can chat openly,network with others, post their questions and answers, and share their experiences—all while saving you money.

 Increase your CUSAT metrics and develop new best practices

• Reduce your overall support costs. A Forrester Research study found that the cost per interaction in a call center averages $15.00—versus a mere $0.40 for other web-based self-service options.
  
  
• Streamline response time to customer issues by removing yourself from the equation and enabling peer-to-peer support.
  
  
• Increase customer satisfaction by empowering your customers and giving them a voice.  In a recent study, 89% of best-in-class companies reported year-to-year improvements in customer satisfaction due to social media.
  
  
• Encourage collaboration and a sense of ownership by allowing customers to use social media to share experiences and generate ideas.
  
  
• Increase revenue by developing deeper ties with customers and building trust. On average, customers engaged with social media spend 54% more than their non-social peers.

Contact us to discover how we can create a solution for your social media wave!