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August 14, 2009 Case Study: Infusionsoft Improves Customer Experience Via Social MediaBest Practices In Customer Service Social Mediaby Natalie L. Petouhoff, Ph.D., Chip Gliedman with William Band, Andrew Magarie |
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Executive Summary
Infusionsoft is a Web-based provider of marketing automation software aimed at the true small business with fewer than 25 employees. Infusionsoft wanted to leverage a community of users of its products to simultaneously reduce costs and improve customer satisfaction. To make its use of social technologies successful, Infusionsoft listened to its small-business customers who wanted the information they needed, from the people they trusted, in the way that was most convenient to them. The result: Infusionsoft's social media initiative saved the company millions of dollars in overall support costs, and produced a 10 percentage point increase in customer satisfaction.
This is an excerpt
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