Andrey Golub

Online communities are good business?

The Social Media Group blog PRESENTS

 

The ROI of Communities - Part II

with these most important conclusions:

• Community users remain customers 50% longer than non-community users. (AT&T, 2002)
• •43% of support forums visits are in lieu of opening up a support case. (Cisco, 2004).
• •Community users spend 54% more than non-community users (EBay, 2006)
• • In customer support, live interaction costs 87% more per transaction on average than forums and other web self-service options. (ASP, 2002)
• • Cost per interaction in customers support averages $12 via the contact center versus $0.25 via self-service options. (Forrester, 2006)
• • Community users visit nine times more often than non-community users (McKInsey, 2000)
• • Community users have four times as many page views as non-community users (McKInsey, 2000).
• •56% percent of online community members log in once a day or more (Annenberg, 2007)
• •Customers report good experiences in forums more than twice as often as they do via calls or mail. (Jupiter, 2006)

the complete article is HERE. and the first part was The ROI of Communities Part I

P.S. discovered it through the Blog of  Vanessa DiMauro

Keywords: CISCO, Forrester, Jupiter, McKinsey, Online Communities, ROI, Social Media Group, Vanessa DiMauro, Web 2.0, eBay, AT&T