Texas Instruments uses Telligent’s Enterprise 2.0 apps to create a customer community where TI staffers and engineering industry customers help each other solve problems faster.

Back in 2004, Texas Instruments (TI) noticed a problem in its customer service department, one that’s typical in companies serving technical customer bases. Some of TI’s main customers (engineers) buy and use some of the company’s most technical products, such as digital signal processors. TI needed a better way to quickly provide answers to customer questions, without the customer sitting on hold with a call center, waiting for a representative who might not even have the technical expertise to answer the inquiry.

Around the same time, tech industry observers were noting that Web 2.0 technologies could be utilized to build customer communities to transparently document common problems. As community-based applications emerged, TI decided to build “E2E,” which stands for engineers to engineers. Launched in 2008, E2E is an externally-facing community where TI’s staff interacts with engineering customers (and where the engineers could interact with each other). Read more…

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