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IDC report: Understanding the business value of social solutions in service and support

If you lead a service or support team, you know that being available and responsive is a key job requirement. Your team not only has to understand and resolve the immediate needs of customers but also has to be ready to predict their future needs. A close relationship with your sales team is critical – so that you can make the customer’s relationship with your organization as seamless as possible.

/wp-content/uploads/2014/08/idc_service_516788.pngYou may already be considering an enterprise social network, because you know it can:

  • Help you parse information and data on all interactions with customers to help resolve their issues faster
  • Allow your organization to seamlessly and transparently transfer customers from sales interactions to support interactions, and vice versa

But if you need to get buy-in from stakeholders before you invest in an enterprise social network, you’ll need a good business case. And a good business case needs real KPIs and use cases – especially if you have to convince multiple departments of the solution’s value.

To that end, IDC recently crafted a paper that establishes and validates a core set of metrics for enterprise social networks for service and support departments.

If your service or support team is considering the purchase of an enterprise social network – or even just curious about what the benefits could be for you – this is required reading.

Register now to download the report and find out how enterprise social networks can impact KPIs like customer satisfaction, handling time, and innovation – and improve cross-functional collaboration with other departments like sales, legal, and corporate communications.

Register and download the IDC report now:
Understanding the Business Value of Social Solutions in Service and Support

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