Online Communities are a Fast-Growing Strategic Tool for Promoting Customer Engagement
This Trends Quark explains how innovative companies implement social communities to meet the demands of their customers' quickly evolving service needs. This Quark contains a list of community solutions recognized by Constellation's SuperNova Awards as innovative uses of disruptive technology.
Online social communities reduce support costs and improve response times by accessing the collective intelligence of its members and deflecting support calls. Innovative brands have discovered a compelling approach to capture their customers' attention, improve engagement, and lower support costs. These market leaders offer online social customer forums to provide individualized customer support that makes it easy and intuitive for members to find and share content. Online communities succeed in helping customers find accurate information quickly and reduce the need for customers to seek the assistance of agents for service. As brands actively engage customers in their online communities, they promote loyalty and retention among their members.