Simplify360, a social marketing solutions provider for customer organizations announced a strategic partnership and alliance with Ridgehead Software, a customer contact solutions provider. The partnership is poised to take knowledge management and customer service to the next level.
The partnership would enable customers to move away from the need to remember the company phone numbers, by combining Simplify 360’s big data analytics and in-premise CRM Integration solution with Ridgehead Software’s specialities in Knowledge Management and CRM s.
Traditionally, customer care organizations are single faceted in their dealings with customers, engaging with their clients in traditional channels such as: phone, email, chat and web interactions. Companies take great pride in sharing their customer satisfaction scores with their customers and boasting about their quality scores, handle times, first call resolution, and other semi-important metrics based on traditional channels.
With the abundance of chatter on social networks there is a challenge on what customers are saying to a company, not about the about the company. Companies that ignore this dialog are running the risk of deluding themselves as. It is critical to observe both direct active interactions as well as the passive conversations that take place regarding their products, services and offerings.
Bhupendra Khanal, CEO, Simplify360 on the partnership said, “The next generation customer care organization is going to be totally customer-centric. Companies can no longer hide from what customers are saying about them. Customer Service is the new marketing arm of a company”. He added that the CRM Market is set to grow to 36 billion by 2017 according to Gartner and SAAS based solutions to contribute to 40% of this number.
