Entry submitted by: Ashish Seth (ashcool) Cloudsquads CEO and Founder
Community: YouSendIt Community (support.yousendit.com)
Lithy category: Best Social Support Program
At YouSendIt, we’re very focused on finding the best and most cost effective way to manage all of our customers through social. We have over 40 million customers, many of whom are free users, so we’re unable to provide the same services for them as we do our paid customers. Our support program uses social media to stay connected, but not incur high support costs. We worked with Lithium partner, Cloudsquads to have a more integrated unified approach to engaging with customers. Below are two examples of that integrated approach.
With our Lithium community we were able to put our blog and forum in one place. Because of this, we get more visitors/readers to the blog. We leverage our knowledge base more and directly link the support questions coming through our community to the right answers and information.
Also, we offer multiple ways in which our customers can contact us (email, live chat, call, search knowledge base, open discussion thread). This is all based on permissions (free, paid, enterprise). It was important to serve up the right options based on the type of customer asking for support, so we needed to make the form smart - which required customization. We now take the subject line as the user types up their support request and instantly serve up the right answers based on articles in our knowledgebase.
Customized contact us forms based on customer type
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