How Telligent Community Complements Verint Engagement Management
One of the best things you can do for your customers is save them time and effort. And if you’re looking for a way to help increase loyalty, these are great starting points.
That’s where Telligent Community social self-service can help. With the rising popularity of self-service—particularly with younger consumers—peer-to-peer forums and online FAQs can offer the information they want, when they want it, all right at their fingertips.
In fact, many consumers today place even greater value on each other’s input and real-world experiences than they do from the companies they do business with.
With communities, you can help your customers help themselves as they interact with their peers or with members of your business to help answer their questions.
But that’s not all that forums and online FAQs bring to the customer service equation. These rich information sources can help customers find answers quickly and efficiently, often negating the need to pick up the phone.
Forrester Research, for instance, found that use of help or FAQs on a company’s website increased from 67% in 2012 to 81% in 2015 among U.S. online adults1. The firm also has noted that people who want to stay in touch with a company are almost three times more likely to visit the brand’s site than to engage with it on Facebook.”
By empowering customers to find solutions and solve problems with online resources—such as discussion forums, crowd-sourced knowledge base articles and how-to guides—support requests that could potentially tie up your resources often don’t take place, freeing staff to focus on other more complex issues.
That’s why customer knowledge and opinions can be so powerful. When then applied in an Engagement Management tool—such as Knowledge Management—that “unstructured” knowledge from customers, whether suggested or verified, can be made widely available to others. This means that when a great answer is cited, it doesn’t have to be “rediscovered” the next time an employee encounters a customer with the same question. It’s already been documented in the knowledge base and can be the “go-to” answer from that point forward.
Some requests, however, may stretch beyond the boundaries of self-service. In those cases, providing a seamless transition from self-service to assisted service is key. After all, your customers don’t really want to think too much about their customer journey. They just want their questions answered, and more and more, they’re pointing to “ease of doing business” as important to them.
These are some of the challenges we’re helping our customers address at Verint. With the acquisition of Telligent, we have a powerful online customer and employee community solution to complement our existing Engagement Management offerings, taking self-service and omnichannel customer engagement to the next level.
1Forrester Research, “Your Customers Don’t Want To Call You,” Feb. 29, 2016.
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