Improve Customer Experience and Insights through Enhanced Social Customer Service Program

As customers shift to digital channels, companies must evolve their service models to meet the rising demand for 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.

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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