Enhancing Customer Service Through Collaborative Social Processes



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Web-based, end-user customer communities will identify and solve an increasing percentage of problems in many industries. Customer sentiment and technology advances will lead to a five-fold increase in the number of organizations using collaborative social processes to solve service issues by 2014.

Table of Contents

  • What You Need to Know
  • Analysis
    • Understand How Communities Work
    • Know the Technologies and Functionality for Setting Up a Collaborative Service Environment
    • Beyond Collaboration Software Is the Need for an Escalation Process
    • Identify and Reward Leaders, Followers and Lurkers
    • Challenges to Collaborative Customer Support
    • Bottom Line: Organizations Don't Benefit Equally From Collaborative Service Communities
    • Tactical Guidelines
  • Recommended Reading
© 2010 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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