Verint Community, the enterprise social platform, is an API-first, fully-customisable white label solution that utilizes its range of world-class community features to deliver effective customer engagement strategies across the board.
From building knowledge-sharing areas within your social community, through to actively participating in your own discussion forums, there are endless possibilities to drive user engagement through Verint Community. And then there’s the technology; with features such as live chat and blogs, businesses now have the tools in front of them to facilitate and encourage interaction online.
The list is endless, but here are three effective customer engagement strategies that your business can easily put into action using Verint Community.
Create a question and answer forum to help customers using search engines find the answers they’re looking for
Verint Community’s question and answer forums allow you to resolve trivial support issues without deploying a team or any staff members in that exact moment.
Built on a forum framework, utilizing a workflow process around each specific question, answers are listed as ‘suggested answers’ or an ‘accepted answer’, depending on its best matching attributes. As an administrator and a moderator of the forum, you’ll have the power to accept and reject answers, keeping your community official and in-line with your company’s best policies.
The benefit? Unlike regular discussion forums, which serve their purpose, moderated Q&A forums only show approved answers and give your brand greater control, whilst still welcoming customer interaction. Plus, once an answer is approved and matched to a question, it saves any work the next time round when a new customer searches for the same solution.
An extra added benefit is the search-ability of your new knowledge centre, search engines will see your resource as a trusted source and help to push more and more users towards your website, fulfilling the engagement cycle.
Read more about Community’s question and answer forum features and how they could benefit your business.
Be present, be human and be there to engage with your customers
When it comes to standard discussion forums, where open-ended conversation and opinions reign supreme, being present as a brand can have a key impact on how you are perceived by your audience and potential customers.
By nominating a representative, or company expert, to actively participate in ongoing discussions, you’re breaking down any perceived ‘walls’ between you and your customers. Once you’re taking part in discussions, it is then your decision whether you choose to resolve the issues there and then, refer a customer to a Q&A section, or invite them to speak to you privately.
The benefit? This will have a huge positive impact on your support resourcing, as well as showing the world that you exist and that you’re human beings, just like them. This build the kind of brand trust that customers love to talk about when referring brands to friends and acquaintances.
Offer live chat functionality for enhanced, immediate support interaction
Live chat, or instant messaging, is one of the most effective ways to resolve customer service issues in the modern age. A huge breakthrough in technology, live chat support helps customers who would rather not pick up the phone to resolve issues easily and comfortably. Without the initial agitation of sitting in long hold queues on the phone out of the way, the customer feels more relaxed, and so your discussion is less likely to get off on the wrong foot.
As a result, the issue will be resolved quicker and easier, leaving the customer happier, and with more time to leave a positive review while they’re already at the computer.
Get the most out of Verint Community’s customer engagement strategies today
Does Verint Community’s customizable nature and versatile features sound like the right match for your business? Choose our free edition download here or speak to one of our experts today to find out more about the benefits of deploying customer engagement strategies through Verint Community.