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2011 Forrester Groundswell Award: B2B Supporting Category

Forrester Groundswell Award: B2B supporting Catagory


Cisco launched new technical support channels on leading social media in late 2009 to build a more social and persistent community for peer-to-peer support. These new communities on Facebook, Twitter, LinkedIn and YouTube provide direct access to Cisco experts for learning and knowledge sharing, foster issue resolution among customers, and serve as vehicles for critical technical support announcements and updates from Cisco. Since the introduction of social media technical support, the Facebook app had over 15,000 installs and 7,000 monthly active users, and 70% of Cisco users on a Facebook survey expressed satisfaction over the responses they had received for their questions posted on Cisco's Facebook community. Cisco estimates that its community-based support on Facebook and Twitter is saving more than  $400K+ annually.

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