SDX Session (Technical): Demystify ROI calculations for your Support Community
Nikoletta Vecsei, Transamerica Room 294, 10:00-11:00
Description: This session will attempt to showcase a couple of simple ways to calculate ROI for Social Customer Care initiatives and Support communities. There are so many calculators out there that are overly complicated, or you might not have access to the right data to run them. The techniques you learn in this session will help convince your stakeholders and executive sponsors alike.
Before this workshop, please: If you manage or contribute to a support community (or want to do so) and have access to some quantitative data from your support channel. Look up maybe some data for the last 90 days on how many cases were opened on community vs your traditional channels and bring those numbers with you.
Please bring to the workshop: Paper and pen