Customer Engagement

You can't control your customers, but you can change how you engage them.

Customers talk. They share experiences and opinions via the web and information now flows side to side as much as it does top-down or bottom-up.

The opinion of friends, family and colleagues has always had a significant influence on purchase decisions. But, powered by the social web, the simple act of consumers talking to one another now plays an even more influential role in shaping brands.

There are unique rules of engagement in initiating conversations with customers online. In order to tap into the rich, timely information that customers are generating about your brand, it's time to start listening to the conversations that are occurring on the web and bring those back into the organization.

Online communities that listen, learn & respond.

Deterioration in customer satisfaction - Start a dialog with customers using wikis, blogs, commenting and messaging to increase online interaction, participation and ultimately, customer retention.

Rising support costs - Improve responsiveness, increase resolution times and reduce customer care costs by developing a customer support community that documents knowledge and provides a platform for continuous dialogue with both product experts and your peers.

Managing brand conversations across channels - Engage customers within popular social networks, like Facebook®, then bring the dialogue back inside your branded community for social media monitoring and analysis in order to manage your reputation and foster deeper loyalty.

Business templates that make community building easier.

IGLOO offers a collection of business templates based on the most effective communities. Our customer support portal design has been configured so that you can speed up your community building and customer response times with preset online discussions, ask the expert forums and self-help resources.

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