- Knowledge sharing to solve customers’ problems faster. Employees can leverage the network to find resources, answers to questions and support issues to improve their responses to customers.
- Private communities to prevent social media complaints. By providing an archive of dialogue and resources, communities essentially provide customers the answers before they have questions. The business-to-customer interaction builds trust and mutual understanding. When customers have new questions the community serves as a live Q&A.
- Involve customers in product/service direction. When a customer submits suggestions or feedback, it usually doesn’t get past the person talking to the customer. Enterprise social networks relay this information back to product managers. If a company is already using a community, they can garden feedback from customers on their product or services as well as involve them in the product/service direction.
- Involve the right subject-matter experts to ensure customer confidence. An enterprise social network connects employees to people with the right expertise. This authority can be brought into the dialogue with the customer to provide better answers and ensure trust.
- Alignment for a More Consistent Message. Enterprise social networks connect employees across different departments, so sales, marketing and product managers align for a more consistent message for customers.
- Make Your Customer Relationship Management System Social. Adding a social layer to your CRM system or integrating your CRM system into your enterprise social network lets employees collaborate on customer issues in context, and allows for more effective customer interaction.
For more information on the effects of enterprise social networking on customer satisfaction, download our full report.