Organisations, irrespective of being big or small, compete with each other in delivering the best service to their customers. According to Forrester, 75% of the customers rely on customer experiences to differentiate brands from other competitors.
Online communities can play an important role in helping consumers make that distinction. The opportunities these communities provide are numerous, for example:
- Customer Support
- Market Insights
- Brand advocates
- Social recommendations
- Reputation Control
According to a recent Forrester report, only 39% of the organisations achieved the ‘excellent’ or ‘good’ status rating from the customers. Download this whitepaper to learn how online social customer services have evolved, influenced and is reshaping the telecommunications industry today.