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Cisco Support Community: Winner of the 2011 Forrester Groundswell Award for Supporting Social Media

February 9, 2012 at 2:19 pm PST

Many companies today are jumping on the bandwagon to add custom social media accounts to their list of web properties. The Cisco Support Community team is one such group, but this team has done so particularly well and seen great successes with their endeavors.

In early 2010, they launched and revamped their social initiatives in hopes of staying connected with customers and extending the community beyond Cisco’s immediate reach. Just over a year afterward, the team was recognized as the winner of the 2011 Forrester Groundswell Award in the B2B Supporting Category. What’s more, Cisco estimates that the community-based support on Facebook and Twitter is saving the company more than $400K annually! Not everybody rises to fame with the fruits of their social media labor. I was curious to find out what the team did that led to such positive results, so I chatted with Pratibha Gupta and Mohan Rao, leads of the social media branch of the Support Community team.

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Gain Efficiency With a Support Contract

A service plan provides needed technical expertise while saving you money, resources

As a small business owner, you’re faced with many challenges, not the least of which is growing your business when resources and funding are often in short supply. You want to know you’re making wise investments in your business—investments that will improve the operational efficiency of your company. With a support contract, you not only realize the full return on your IT investment but also make your business more efficient.

A support contract can help free up resources so you can focus on running your business—not on running the network that runs your business. A service plan provides support in maintaining the operational health of your network by providing access to technical expertise, resources, and tools. This helps to ensure that your business is running on a reliable, secure network, which increases employee productivity and customer satisfaction.

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The Tale of the Network Rock Star and The Cisco Technical Support iPhone App

Imagine for a moment you’re a network admin, the rock star of your IT center hanging out at a coffee shop after work.  All of a sudden you get a call notifying you that there is some critical system issue at work.  The issue is a new one in which you would like to turn to the collective power of your peers for assistance in troubleshooting at the Cisco Support Community.  But you don’t have your laptop, and you do have an iPhone.

Cisco Support Community iPhone App

Cisco Support Community iPhone App

Being the rock star that you are, you pull out your iPhone hop onto the app store and download the Cisco Technical Support app where you can access real-time technical forum discussions, videos, leaderboards, and RSS feeds from your iPhone.

You then go to the discussion forum and post a question to the support community.  Within minutes like lightning from the sky you get several responses answering your question.  You then relay this information to work hence resolving the issue and maintaining your rock star status.  You feel good about yourself and resume sipping your coffee knowing that you just saved the company from a catastrophic disaster.  When networks fail, when systems crash, you will be ready to answer the call to action anytime, anywhere.  With the Cisco Technical Support iPhone app you’re the network rock star!

A key element of Cisco Smart Interactions is focused on taking our technical support resources and community discussions to where our customers and partners are – wherever, whenever.  Now, our community members can participate in discussion forums, get real-time access to Cisco experts and access technical support resources directly with the Support Community.

  • Over 260,000 registered users
  • Over 6,000 new discussions and responses each week

Click Here for more information and development on the App and to see the discussions around new features and versions.

For more Technical Support Solutions and Collaboration, Please visit the Cisco Support Community.

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