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Case Studies / Customer Experience

Improve Customer Experience and Insights through Enhanced Social Customer Service Program

Healthcare Industry

Scope

  • As customers shift to digital channels, companies must evolve their service models to meet the rising demand of near real-time communications, issue resolution and personalization.
  • Connecting with customers on their channel of choice and delivering a more seamless experience across channels deepens brand affinity.
  • A Fortune 50 organization partnered with Northridge to design and deliver a best-in-class social customer service program. Deep analysis and process design uncovered key opportunities for increased customer engagement, operational effectiveness and business insights, which drove a more personalized and valuable customer experience.

Results

Through competitive benchmarking, focus groups, social analytics and a comprehensive assessment, Northridge:

  • Enhanced customer experience through increased response rates and more insightful responses, increasing personalization and brand affinity
  • Recommended business intelligence tools to drive deeper customer and business insights, more actionable metrics and efficiencies
  • Redefined operational processes focused on enabling the social customer service team to respond closer to real time
  • Delivered strategic road-map to balance short-, medium- and long-term improvements

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