When building sustainable customer relationships, the most important customer interactions often happen after the sale.
Your customer has the power to influence everyone in their social network and that influence can be used to build your brand up or to tear it down. If you instill a culture of customer support in your company and build the platforms to deliver timely customer support and interactions, you can harness this power to increase revenue and sustain customer relationships.
Defakto Customer Care Services
- Analysis of the current support channels and understanding how an online community will augment that support.
- Establish business and customer objectives for your support community
- Strategic planning
- Resource allocation and development
- Design of governance and training programs
- Platform and technology recommendations
- Development and launch of your support community
- Ongoing management and moderation.
With the use of online customer support communities, brands such as Dell and Microsoft have improved customer service and mitigated support costs creating significant ROI. Successful utilization of an online customer support community also improves customer satisfac-tion, increases brand loyalty and helps to create customer advocates.
Defakto’s deep online community experience helps you accomplish the desired results from your customer support community initiative. We help take your customer support community from assessment, to strategy, to planning to launch and, after launch, Defakto provides ongoing management and moderation of your community to insure member engagement and activity.
For more information on how Defakto can assist you in any or all of your customer support initiatives, contact Ken Vernon, Managing Director at ken.vernon@defaktogroup.com or (214) 988.9272 x102.