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Objective Three: Provide Support: Skype Social Media: How to do it right

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Objective Three: Provide Support: Skype Skype wanted to cut support costs and enhance self servicePlan: Enhance and promote existing support community; offer it in eight languages; launch #SkypeTalks live events with questions streamed communities and TwitterOutcome: First contact resolution at 70% for 10 million users/month; 10% reduction in traditional support costs; Community members are 30% more likely to use long-term subscriptions

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