Reduce Support Costs
A vibrant community can easily save a company millions of dollars per year in deflected support calls.
Customer service and support executives are constantly challenged to balance cost efficiency and customer satisfaction. Lithium-powered communities focused on facilitating peer-to-peer support can deliver a customer service win-win - lower support costs because calls that would typically be handled through the higher cost phone channel are deflected to the community, and higher customer satisfaction because end-users find answers more quickly, and from a trusted source, their peers.
Lithium Social CRM Benefits
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Direct and Indirect Support Call Deflection
Peer-to-peer Q&A via forum threads and search serves as a self-service alternative to call center channel.
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Faster Issue Resolution and Few Escalated Support Calls
Community content expands and enhances relevance of knowledge base for support reps.
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Elimination of Alternative Support Channels
Email and chat-based support is re-directed to the community, with an escalation path for unanswered posts.
Connect with Lithium
Want to learn more about Lithium Community Products and Services?
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Call: (510) 653-6800
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