Forrester Groundswell 2013

Tyler Tech is on a roll. First a Constellation SuperNova Finalist nod, and now a Forrester Groundswell entry as a leader in using tech to build Social Relationships with its customers.

What’s with the clamor? Here are a few unique aspects of the Tyler Community:

  • Gov Gets Social: Tyler was one of the first tech companies to engage customers via social tech in the government space. How’d they make it work? Its online support community created more transparent, social channels for support that’s crowdsourced by peers. It works because unlike competitors, Tyler connects one on one with customers (and in group discussions) online about product releases, feature requests and support updates. Instead of just pushing information, customers can ask questions, give answers and voice their feedback.
  • Customer Ideas in Action: Tyler asks customers about their product requests, and then acts on them. So far, 183 customer ideas have been approved for development in the last 6 months.
  • Support in Seconds: Customers crowdsource support Q&A, which cuts hundreds of calls into the support department annually. Reply times are somewhere from 13 seconds to 20 minutes. Customers have quick access to support Q&A forums, wiki knowledge bases, blogs with best practices and industry news, and a library of downloadable resources (videos, user guides, etc.).

Vote and give them your five stars now – winners are announced in October 2013.