Enterprise Social Network: Support Use Case

Clearvale Use Case: Support

Customer Community AssistanceInternet Network

© Copyright 2009 BroadVision On Demand Inc.

Who Works for This Company?

• Charles manages Support at Nuevo Games, a software game developer.

• The company supports customers around the world.

• Support must do more to nurture relationships with customers and help marketing and sales.


• Charles wants to provide better customer service but has a limited budget.

• Information delivery mechanisms are inadequate.

• Unhappy customers have started conversations on the internet about the product; Charles needs to reach them.

• Useful information for Sales and Marketing is not communicated efficiently to those departments.

• Global economy means customers reside around the world and need information around the clock.

What are the Support Challenges?


Web 1.0• Support is a cost overhead and not acting as a potential

marketing and sales vehicle.• Frustrated customers begin chats about product issues on

the internet.• Customers can’t find answers easily on site. Too many clicks

discourages users, who do not return. • Limited customer contact results in a confined relationship. • Employees outside of Support have limited knowledge of

potentially costly legal or marketing issues.• Ability to deliver various types of helpful content is

constrained by current site.

Why Clearvale Instead of Web 1.0?


Clearvale• Support fulfills its primary mission while offering incentives to

users to review products. • Customers vent frustrations on the Support site; Support

addresses problems in a controlled environment. • Customizable page layouts make finding information easier. • Customer contact is ongoing, multi-faceted, and involves a

community and its collective knowledge base. • Legal, Marketing, and Human Resources monitor the

network and offer assistance in a proactive manner.• Content includes videos, forums, tweets, diagrams, and

manuals—all available on Clearvale.

Why Clearvale Instead of Web 1.0?


• With Clearvale, Charles goes live quickly with no training. And he does not require the assistance of his Information Technology department.

When Can Support Implement Clearvale?


Who Else Works for This Company?

• Lou the Support Engineer works remotely to answer customer questions.


Who Else Uses the Network?

• Eiko is a customer and Power Player who knows everything about the game. She does not work for Nuevo Games.

• Sam is a customer and new player who is learning about the game. She does not work for Charles’s company.


How Does Support Do It?

Set Up Network• Charles goes to

www.clearvale.com and sets up a Clearvale network for customers. He makes the network open to anyone.

• He advertises the network by including the URL and directions for accessing it with each sale of a Nuevo game.



Create Communities• Charles asks Lou to

create a community for the game he supports, Dreadlocks. The community is open to anyone interested in the game. The game is popular but a recent feature has received criticism. Charles wants to find out why.



Add Content

• Lou creates a FAQ.

• He creates a Forum for customers to ask and then answer each other’s questions. Answers can be rated. He notices complaints about a new feature and tells Marketing.



Add Content• Lou adds a message

board where customers can communicate with each other.

• He sets up a Twitter feed of the latest comments on gaming.

• He creates a file download block where customers can download extra game features.



Collaborate• Sam asks a question on

the forum. • She learns how to play

the game by reading the FAQ and using a video.

• She finds a workaround to a glitch by reading Eiko’s answers on the Forum. As a new gamer, she is already part of the community.



Collaborate

• Eiko answers Sam’s question in the forum about a new game tool to use for Dreadlocks.

• She shares information by using the message board.



Reward Customers

• Because Eiko is a frequent participant on the network, she receives bonus features that she can download from within the community. This builds her loyalty to the product.


Support After Clearvale

• Charles works with Sales and Marketing so that his Support site evolves to act as a sales and marketing vehicle.

• Lou invites Marketing to join his community so that the team can better understand complaints about a new feature.

• Customers are pleased that they have many ways to get help, including videos, tweets, forums, photos, and web links.

• Customers become more loyal as they are now part of your community.

• Because Clearvale is based on Web 2.0, IT has no tasks pertaining to managing the network.


Clearvale Advantages

• Control your corporate message and improve products by allowing customers to share in your environment, not someplace else on the internet.

• Encourage your customers to share their expertise and experiences with other community members, thereby expanding the knowledge base provided in the community.

• Create a greater sense of loyalty and community within your customer base.