Social media is all the buzz and Infusionsoft is right on board. With the introduction of our new dashboard, we now have the platform to catapult us into the wave of Internet socialites. In the future, you will be able to link to such sites as Twitter, Facebook, Linkedin and many other sites geared toward marketing or socializing through your Infusionsoft application.
But why all the buzz around social media when it comes to Technical Support? Before I answer this question, let me take you back to what Technical Support used to be like (be advised this could be painful).
Many years ago, you called into Support and waited on hold, listening to the worst elevator music you could imagine. Sometimes I pondered if it was just a ploy to get people to hang up. But we were tough and stayed on the line, most of the time for 15 minutes or more. How could companies make you wait that long? Don’t they know you have a job to do? Of course they do, but remember this … you paid a fee for entitlement to call support and wait. Amazing that customers had to deal with this type of service and even more amazing is that customers began to accept this type of service. The old caveat applies, expect less and accept less. Oh but it didn’t stop there. You finally get through and you are all ready to explain the issue when the person answering the phone informs you that they are only here to validate your support entitlement. Okay, you are entitled so now you will get right through to the support rep right? Wrong! You are placed on hold again, same music, same wait. It pains me to say that in my 23 years in building out Technical Support organizations, these were exactly the type of centers that were considered top-notch. *hangs my head* It’s just shameful.
But in today’s world, with today’s economy and more companies vying to stay in the game and cross the chasm of success, the Support centers of yester-year are no longer acceptable. The rules of the game have changed from “bring in revenue” to “WOWing customers” which in turn will bring in revenue and create the customer loyalty needed to gain market share. Today’s customers are pragmatic. They want to know that they will see their return on their investment through, in our case, doubling their sales. But once they make the investment, they want to know that the company will partner with them to make it happen. That they won’t be lost in the proverbial black-hole of nothingness known as “Support.” And how do you ensure that this won’t happen? I introduce my new buzz word, Social Support!
Now I could go into all the great reasons why this is the new wave of today and the future. Starting with the fact it is driven and created by the customer for the customer; or the great ROI any company wanting to “get lean” in today’s economy will receive, but I will let our case study from Forrester speak for itself.
Soon, Infusionsoft will be launching a new networking portal that is industry specific so guru’s and/or the guy down the street can help each other by sharing idea’s about how they have grown their business with Infusionsoft, known to us as Double Your Sales. You will be able to share ideas, content or even follow someone on the site. At InfusionCon last year, we asked what was most beneficial to you about the conference and we heard loud and clear, “networking with others in my industry.” Well hold on to your seat, because very soon, you will be socializing in our Fusebox, meeting others in your industry and getting help from our company using, yep there’s that word again, Social Support.
If you have any suggestions or comments, let me know. I’m interested to learn how we can improve your experience with Infusionsoft and deliver top-notch support to all customers and empower them to double their sales.
[Photo: InfusionCon, taken by Jerry Garns]
Posted In: Customer Service
