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  • Posts tagged ‘Forrester Research’

    With Social Collaboration, Knowledge is Power

    During Socialtext’s latest webinar, Moving Beyond the Knowledge Base to Social Knowledge Exchange, participants were given a first-hand look at how knowledge management is evolving with the advent of social and collaborative technologies. Kate Leggett, Principal Analyst with Forrester Research, discussed key industry trends and provided insight into the future of enterprise social tools. Sarah Nichols, Director of Knowledge Management at ClimateWorks, illustrated how the adoption of a social intranet has provided a more efficient internal knowledge exchange.

    It’s no secret that times have significantly changed. Employees now have access to their work from laptops, smartphones and even tablets, in addition to a traditional desktop computer. This has essentially created a ‘mobile employee,’ who expects to get tasks done in an efficient and streamlined manner, regardless of their location.

    Diverse and fragmented applications in use across enterprises have created a “spaghetti network” of silo’d technologies that pose a barrier to the kind of streamlined workflows employees expect. As a result, it is essential that companies integrate these systems of record with new systems of engagement to achieve true social knowledge exchange. ClimateWorks is a perfect example, as it has done this through strategic implementation of CWKX (ClimateWorks’ social intranet) on the Socialtext platform to ensure maximum productivity gains.

    As knowledge management and collaboration come together to create social knowledge, it is producing quantifiable benefits, which are measured by increases in efficiency and productivity. Yet, the following are still required to gain traction:

    1. Yield quantifiable business results
    2. It has to be vital to an employee’s job
    3. It must gain critical mass within an organization

    Sarah Nichols has put the social knowledge theory to work at ClimateWorks, a foundation made up of a global network of non-profits, numbering 500+ user base. The goal was to learn and share knowledge faster and in a more efficient manner throughout the network, which has been achieved by utilizing the CWKX platform as a collaboration space, internal media outlet, and a document management platform. Specifically with the document management feature, ClimateWorks saved $13,000 by provide a digital booklet about the company, as opposed to printing it for everyone on the staff.

    Using CWKX to obtain information and collaborate through preexisting workflows has provided numerous benefits to the network. From multidirectional communication to a central repository for files, creation and information, the social intranet demonstrates visible and tangible results since its implementation. For example, within the first three months of a departmental beta test, there was a 37% reduction in interdepartmental email traffic, and that same department cut its weekly meeting time in half due to the consistent collaboration and communication already taking place on a daily basis via CWKX.

    Not only does effective knowledge sharing enable a better connected enterprise, it also helps to attract talent, build revenue and inspire innovation. Static document sharing no longer applies in today’s real-time socially connected world. To generate success it is critical that enterprises leverage social platforms and tap into the collective mindshare of the entire organization, enabling access to knowledge not only under one roof but connecting on a global scale.

    You can listen to the recorded webinar by registering here.

    Socialtext Delivers the Right Tools for Sales Success

    Delivering the best customer experience possible is important for any company. Customer service can significantly impact the bottom line – positive support experiences result in new sales opportunities, as well as recurring business. With today’s digital communication tools, maintaining a good reputation can be a challenge. Twitter, Facebook, Youtube, and blogs have given customers the ability to voice their opinion publicly throughout the web. Keeping customers happy is more essential than ever before.

    In our “Socializing Customer Support to Drive Business Value” webinar on Wednesday, March 28th, Kate Leggett, Senior Analyst at Forrester, Timothy Kelly, Executive Director of Support at McKesson Physician Practice Solutions, and Evan Shumeyko, Director Social@Ogilvy at OgilvyOne Worldwide, joined us to discuss how to leverage social software to create social help centers for dramatic reductions in resolution time and increased alignment with sales initiatives.

    In the webinar, Leggett shared that, “Ninety percent of customer service decision-makers say a good customer experience is critical to their company’s success and sixty-three percent think the importance of the customer experience has risen.”

    View more presentations from Socialtext

    Customer service decision makers are often torn between delivering great customer service and balancing operational costs to ensure KPIs, such as average handle time, number of cases handled, and adherence to compliance requirements are all in line. Yet, the biggest challenge support organizations encounter is the inability to efficiently access content. In many cases, there is a vast ocean of content and knowledge available, yet it is often distributed and impossible for a customer service representative to find. Obviously, this creates a less than desirable customer support experience.

    The key to great customer service is communication. Content and experts within the company need to be accessible to those who handle customer issues. At Socialtext, we’re doing our part to increase internal collaboration and give companies the advantage they need to reach sales and customer service goals.

    Socialtext’s social intranet allows communication to be done in real-time through activity and signal streams, and on various channels (or groups). Timothy Kelly discussed how McKesson uses various channels to keep its customer support teams informed including a customer channel, value added reseller channel, process policy and product content channels. Social channels are an efficient way to obtain accurate information quickly and McKesson wanted to implement a strategy that would have their support agents finding information they needed within one to four clicks, max.  Leveraging Socialtext’s activity streams, which are automatically populated with new content from the knowledge base and provide visibility into trending articles, enables McKesson’s support teams to access answers with single one click. Keyword searches, table of contents, labeling products, and a list of all key components to browse are also helpful resources that McKesson has delivered.

    Now that customer service agents have the capability to find the right content to respond to support issues, McKesson is experiencing dramatic improvements in its key metrics across all of its teams. The average speed to answer has decreased 66%, same day resolution has improved by 12% and customer satisfaction is up. Customers now receive faster, better service as a result of McKesson’s support teams leveraging their social intranet. And with a customizable dashboard, agents can sync their interface strategically to maximize productivity.

    Ogilvy’s Evan Shumeyko also presented a use case for a socialized customer support center, in this case consultative sales agents manning the front lines of a top-tier credit card company’s inbound calls for new products and campaigns.  With the challenge of bringing collaborative brand conversations to life inside the call center, Ogilvy turned to Socialtext. With Socialtext, Ogilvy achieved its goal of connecting people, process, technologies, and bringing innovation to the call center in a way that surfaces the most valuable nuggets of information and provides insight into content relevance.

    Through the Socialtext dashboard, Ogilvy was able to create a virtual hub to push out the latest advertising campaigns, identify the informal experts around various topics, transplant knowledge, create call flows and act as a social media listening post.  Not only was the top sales agent the earliest adopter and user of Socialtext, the entire team benefited with an increase of 10% in conversions.

    Customer service decision makers must find a balance between the needs of their customers and their business. Companies can benefit from a significant return on investment from social platforms, such as Socialtext, which allow agents to provide an excellent customer experience and strengthen customer loyalty. Agents can access up-to-date content to solve customer problems in a personalized way. In addition, agents are able to improve service skills, train and communicate about services on a daily basis. With access to the right tools, content and experts, employees can achieve a high level of customer satisfaction that will drive business and close more sales.

    If you would like view a full recording of this webinar, please visit,  http://www.socialtext.com/solutions/webinar-socializing-customer-support.php.


    About This Blog

    Weblog on gaining business results from social software.

    On this blog, Socialtext staffers and customers explore how companies can gain the most business value from their use of enterprise social software, including microblogging, social networking, filtered activity streams, widget-based dashboards, blogs and wikis.


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