Discover the dynamic world of Verint Engage23, a customer engagement conference. With a dedicated focus on the Community Track, our team had the opportunity to delve into the power of Verint Community, an innovative platform tailored to meet enterprise clients' customer experience and engagement needs.
You and your employees likely already use Facebook in your personal lives, so it’s natural to assume it may be a good platform for your company to create a community with customers. While a Facebook group can be a useful tool for small businesses to engage with customers and build a sense of community, there are several reasons why it may not be the best solution for your company.
Call deflection strategies allow customers to choose how to resolve the questions or issues they have with a product or service. With a customer community, you can automate some of your customer service tasks, helping your customers find solutions more efficiently while reducing call center costs.
Customers want to feel like they're part of something bigger. An external community allows them to do this in ways that can increase sales and loyalty. Online communities enable customers to engage with your brand and other customers, get support, find answers, and so much more.
Engagement is key to a community's success - both internal or external. Some common external community goals include awareness, information sharing, trust, loyalty, feedback, happy customers, and informed internal stakeholders, to name a few. All of these goals are achieved through different levels of engagement. So how does one engage members?
What are the most common scenarios or use cases for an external-facing community? At Social Edge, we often work with external communities that are focused on customer support. While the nuances may vary from community to community, here’s what popular communities focus on.
