Social intelligence solutions provider Mzinga has released a complete, end-to-end social customer experience solution that the company says will help enterprises accelerate customer growth and optimization.
Recent industry research reveals that the primary driver of customer loyalty is increasingly related to a customer’s personal experience and trust of a given brand, product or service – even more so than the quality of a company’s products, services or financial viability. As a result, companies are recognizing the importance of establishing a comprehensive customer ecosystem that provides a fully collaborative, interactive experience to drive high satisfaction, repeat business, and positive word-of-mouth to gain a competitive advantage.
“The statistics on the changing landscape of the customer experience are staggering. Investing in customer experience with an acute focus on the customer’s needs and how to better meet them is critical as enterprises seek to engage and interact with customers,” said Randy Saari, SVP of Customer Experience at Mzinga. “Because consumers can now share their views online, each and every interaction becomes critical to not only developing relationships but also to listening, anticipating needs, and resolving issues quickly which can have significant impact.”
Through Mzinga’s new Customer Experience Solution, enterprises can boost customer growth and optimization though a combination of the company’s OmniSocial platform, strategic services, scorecard analysis and community moderation to develop a vibrant online destination including:
- New client acquisition by enabling more direct, real-time interactions between an organization’s employees and customers to reduce sales cycles, foster thought leadership, and gain insights through social elements such as profiles, blogs, ratings and existing customer reviews
- Customer engagement to develop interactive, mutually beneficial relationships with customers to increase satisfaction and retention to improve the onboarding, retention and education process by providing support forums, a Q&A knowledge base, and certification programs so participants can comment, rate and discuss content. In addition by collecting, collaborating and co-creating with customers in real-time, customer experience professionals are able to gain valuable insight into customer needs through ideation, live meetings and crowdsourcing.
- Peer support to reduce overall costs and improve customer response times by making teams readily accessible to customer needs in real time though peer-to-peer interactions, rapid response and support insights. Enterprises will be able to monitor & respond via social media listening, moderation, and integration with leading CRM tools as well as external websites like Facebook and Twitter.
“Customers today are being more proactive and taking matters into their own hands. The important conversations they are having about products and services occur without the participation and often without the knowledge of the companies involved,” said Al Nugent, CEO of Mzinga.