CiboodleCrowd
Ciboodle Crowd empowers companies to develop relationships with their customers, as well as providing a customer forum that encourages peer to peer discussion to resolve problems and queries, leading to happier customers and increased brand advocacy.
Why not grab yourself a cup of coffee and watch our 1½ minute lowdown on how Ciboodle Crowd can help you.
In essence they [community users] buy more, to the tune of up to 40%; they also buy more often, and for longer periods of time than non-community users.
In today’s world, customers want to interact on their terms, via their channel of choice. With the emergence of the social customer, CRM’s traditional channels often don’t cut it, and these customers are turning to your contact centre and other agent-driven channels as a last resort. However, since these customers are arguably the most vocal and influential your company has, failing to service them correctly may result in more than a missed opportunity.
Why not join forces with your customers, and interact with them not only on their terms, but get them working on your behalf too. Ciboodle Crowd, our innovative community-based social CRM software, enables you to listen to and service customers online via an online community while empowering them to collaborate and interact with each other.
Ciboodle Crowd: Your Social CRM Platform
Ciboodle Crowd brings together the strongest aspects of online communities and seamlessly connects them to your business via a social CRM platform, creating a company specific online community for agents and customers alike to interact via forums, blogs and question sets.
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 channels 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 centre 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 organisation 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 organisation 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.