What a difference 18 months make. Telligent became part of the Verint family in August 2015, and this May will mark our second Engage™ Global Customer Conference.  As users of our Community solutions join to share best practices, success stories and more, Verint has its own great use case story to ...
In part one of this blog series I detailed two of the reasons why your customers need a customer service community: Self-service is becoming the preferred way to resolve product problems Customer communities are no longer “nice to have,” but an expected part of the customer service experience In ...
While simple in theory, great customer service is incredibly difficult to master. But when mastered, customer service is a significant differentiator. There are many examples of companies that have used great customer service as a differentiator—San Antonio-based Rackspace is a classic example: a ...
We’re less than two weeks away from the annual Verint Global Customer Conference! Advance registration closes Wednesday, June 15—so you have just a few more hours to register at the standard rate. Onsite registration will also be available. Verint Engage 2016 in Chicago is all about helping you and ...
In part one of this two-part blog series I identified three of the ways the customer contact center can benefit from online communities. In part two we’ll conclude with two other benefits.     4. They provide early warning signals Because online communities tend to be the first place people go when ...
For most organizations the customer contact center is the nexus for all contacts between the organization and its customers. Typically the contact center is relied upon when the customer faces a problem he or she cannot solve on his or her own. As we know, customer service agents within the contact ...
In part one of this two-part series, I introduced The Social Funnel, a tool we use to help our customers understand how they should participate in social channels with their customers. I also discussed the first and second layers of the Social Funnel where you participate in social channels to ...
How and where do you engage with your customers online? The Social Funnel is a tool we use to help our customers understand how they should participate in social channels with their customers. It is the universe of all the different social channels that are available—both to you and your customers. ...
Online communities and social networks are distinct from one another and may be used separately or together depending upon your organization’s goals and objectives. Social networks and online communities—the distinctions Social networks such as Facebook, Twitter and (to some degree) LinkedIn ...
One of the best things you can do for your customers is save them time and effort. And if you’re looking for a way to help increase loyalty, these are great starting points. That’s where Telligent Community social self-service can help. With the rising popularity of self-service—particularly with ...
Competition for customer loyalty is fierce today—organizations are looking for every advantage. One of them can be a strong community. I recently spoke with eWeek about the enhancements made to our Telligent Community solution, which include community management tools, workflow enhancements and ...

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