Chatter examples: customer service

 

Unite global support teams

Support Skill Group
"An outsourced Tier 1 rep had a difficult case so she posed the question to her Chatter Support Skills group and was able to quickly collaborate with a Tier 2 member on my team who has a similar case."

Unite global support teams

Collaborate for customer success

Thomas Ang
"I was working with a customer on using our tools more effectively. The sales team saw my status update and was able to renew their contract early with additional licenses."

Collaborate for customer success

Get feedback to product development

Nick Watson
"Front-line customer service teams tell R&D exactly what the field is saying. Our product team is now releasing features that customers want, just as they realize they want them."

Get feedback to product development

Spot early warning signs

Jake Borland
"Our dashboards track our support reps' productivity, so when there's a decrease in first call resolution rates, we can collaborate to remedy the situation immediately."

Spot early warning signs

Escalate cases for immediate help

Craig Villman
"When I change a case to "critical" status, the right people see it on Chatter and swarm to respond."

Escalate cases for immediate help

Train support reps

Mary Manor
"We post training materials on Chatter to ensure reps are prepared for every question."

Train support reps

Keep track of customer support cases

Laura Aisley
"I'm in sales, but I follow my customers' support cases to make sure they're happy."

Keep track of customer support cases

Follow customer accounts

Ashley Bradford
"I'm a customer success manager, and I follow my accounts in Chatter so I'm alerted whenever any updates need my attention."

Follow customer accounts

Collaborate on projects and within teams

Customer Implementations Group
"Chatter groups help us share information with everyone involved so we're literally on the same page."

Collaborate on projects and within teams in real time
 
 
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