View Larger ImageCisco Support Community - Social Media 
By Cisco Systems, Inc.
As we look to engage with our next generation of customers around the world, we have recognized social media as a significant opportunity for listening, having two-way conversations and providing technical support. Advances in social media platforms and tools as well their ease of integration with Cisco's existing support community have opened up new opportunities for us to stay connected with our customers and extend our community beyond Cisco's immediate reach.
To address this opportunity, we launched new technical support channels on leading social media in late 2009 to build a more social and persistent community for peer-to-peer support. Modeled on and integrated with Cisco Support Community, these new communities on Facebook, Twitter, LinkedIn and YouTube provide direct access to Cisco experts for learning and knowledge sharing, foster issue resolution among customers and serve as vehicles for critical technical support announcements and updates from Cisco.
Please see the submission page URL for more details.
Since the introduction of our social media technical support, we have seen clear evidence of improved customer satisfaction and engagement. In a recently conducted survey on Facebook, 70% of our users expressed satisfaction over the responses they had received for their questions posted on our Facebook community. Our Facebook Forum sessions with experts have been a quick hit among our users. We regularly receive 200-300 RSVPs for every expert event, and our Facebook pageviews typically increase by over 50% on the day of the event, indicating a tremendous customer interest.
According to a conservative estimate, our community-based support on Facebook and Twitter is saving more than $400K+ annually. This is expected to grow significantly over time.
Please see the submission page URL for more details.
Dec 2009 to present
(2 votes)
