Customer Support 2.0

Community users remain customers 50% longer than non-community users. (AT&T, 2002)

43% of support forums visits are in lieu of opening up a support case. (Cisco, 2004).

Community users spend 54% more than non-community users (EBay, 2006)

In customer support, live interaction costs 87% more per transaction on average than forums and other web self-service options. (ASP, 2002)

Cost per interaction in customers support averages $12 via the contact center versus $0.25 via self-service options. (Forrester, 2006)

Community users visit nine times more often than non-community users (McKInsey, 2000).

Community users have four times as many page views as non-community users (McKInsey, 2000).

56% percent of online community members log in once a day or more (Annenberg, 2007)

Customers report good experiences in forums more than twice as often as they do via calls or mail. (Jupiter, 2006)

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