Ciboodle Crowd - The Benefits
Connecting you with your social customers, Ciboodle Crowd, our social CRM software, delivers:
* Real-time interaction and input between community members. Customers can interact directly with each other, sharing experiences, advice and viewpoints. This enables them to solve their own problems within the community, deflecting inquiries away from agent-assisted ch
annels and generating a zero contact resolution rate.
* Early identification of the social customer’s issues and inquiries. By listening to your community you can identify customer pains and issues before they become critical, routing them to the community or contact center for prompt, early resolution. This proactive service will not only reduce customer attrition, but increase brand advocacy.
* Tools to collaborate and network. Blogs, forums and questions make your customers part of the service experience, allowing your agents to network and interact with them which helps to create a real relationship between your organization and your customers.
* Mining of community knowledge. Leveraging knowledge and information that already exists within your community improves existing products or services, while providing invaluable insight and innovation to improve your future offerings and giving your organization the ability to leapfrog the competition.
* Full integration to central customer profile. All interactions within the community are captured and stored within a customer’s unified profile. This ensures your agents always have a 360 degree view of your customer, regardless of channel.
