The ROI of Online Customer Service Communities

Forrester Research Finds Social Technologies a Sound Choice for Service & Support Professionals Seeking Attractive ROI and Improved Customer Experience

In this report, Forrester Research shares primary research results about the factors customer service and support executives consider when determining the value of online communities, including a reduction in agent-assisted interactions, an increase in customer retention and customer lifetime values (CLV), an increase in first-contact resolution, and more.

“Customer service professionals must find innovative ways to engage with 'social customers' via emerging social media technologies.”

-Natalie L. Petouhoff, Ph.D., Sr. Analyst
Forrester Research, Inc., June 30, 2009

Report highlights include:

• Key factors for calculating the value of online support communities to your business
• Costs and benefits to consider when evaluating online community providers
• A comprehensive model for companies with support contact centers to determine total economic impact and community ROI

Download Your Free Copy Today!