CUSTOMER SERVICE MANAGEMENT

Managing Brand Risk on Social Media Channels with XcelSocial

Customer experience plays a disproportionate role in shaping how a company is perceived and, in turn, how you focus your branding and marketing efforts. In the era of social media and on-line reviews, an organization’s ability to capture customer issues and proactively address them can impact how your organization is viewed. Xceltrait has created an integration tool for social media channels such as Facebook and Twitter so that key customer comments can be pulled directly into ServiceNow and directly managed.

Drive Real Business Outcomes with Customer Service Management

A key factor to driving revenue and maintaining profitability is an organizations ability to retain customers and drive healthy customer satisfaction results. A key pillar in these efforts is the effectiveness of its customer service organization. The drive to achieve high results while maintaining a competitive cost structure for these efforts, is top of mind for many C-Level executives. However, many organizations find themselves with aging and outdated Customer Service Management operations. They are stuck resolving customer issues one at a time, manually entering case information into disconnected systems and limited customer experience capabilities. They find themselves locked out and not engaged in the full customer life cycle. Conversely, their customer’s expectation of their desired service experience with those they do business with has developed markedly over the past 10 years. Failure to adjust to customer’s expectations can drive revenue, customer satisfaction and loyalty into jeopardy.

ServiceNow’s Customer Service Management provides an unprecedented opportunity to engage business to consumer and business to business customers providing personalized experiences that exceed customer expectations consistently, quickly getting your customers to appropriate resolution. ServiceNow’s Customer Service Management provides organization with the tools to:

  • Create multiple contact center channels
  • Focus on maximum speed to resolution
  • Offer robust self-service options
  • Utilize all resource options across the enterprise
  • Diagnose root causes
  • Deliver business insights across the full customer life-cycle

Xceltrait can work with your organization to ensure that you clearly define your processes and that your customer service management
implementation is optimized to drive customer satisfaction and loyalty

Empower Your Customer through Self-Service Portals

Most customers have had exposure to the internet and are extremely comfortable, if not expect to be able to look up questions on-line or on a company’s website. In fact, studies show that a majority of customers become frustrated when they are unable to find answers on-line and have to reach out to a customer service agent. The ability of an organization to create robust customer service portals that contain the answers to commonly asked questions, knowledge based articles, targeting those issues that your customers are most likely to have is critical. A site that allows customers to conduct this search, ask questions when necessary, can dramatically improve customers experience and can reduce support cost – directly impacting the bottom line.

Xceltrait specializes in the implementation of Self Service web Portal across the enterprise with the mobile and tablet Interface.

We ensure that our portals:

  • Adhere to best practices in self-service design
  • Illustrate theme use
  • Follow corporate design guidelines
  • Display modern and clean designs

Get Connected with ServiceNow Communities

More than ever, companies rely on loyal customers for business growth. Yet many aren’t delivering the service customers expect – personalized, relevant, and always on. ServiceNow Communities provides a personalized, selfservice experience for every customer. Their profile, cases, products, services and notifications are there for real-time access. Customers get the information most relevant to them by engaging with peers and experts and from contextual search. A customer specific activity stream ensures they only get desired updates. Now, companies can reduce case volumes, obtain new perspectives into product use or customer needs, and expand overall reach to new prospects.

Managing Brand Risk on Social Media Channels Customer experience plays a disproportionate role in shaping how a company is perceived and, in turn, how you focus your branding and marketing efforts. In the era of social media and on-line reviews, an organization’s ability to capture customer issues and proactively address them can impact how your organization is viewed. Xceltrait has created an integration tool for social media channels such as Facebook and Twitter so that key customer comments can be pulled directly into ServiceNow and directly managed.