GlobeNewswire
ResultsCX introduces advanced customer services management services for social media
Expanded customer care, reputation management, and social media content moderation advance BPO’s omni-channel CX management platform Today the company announced that it has expanded its digital and social media experience management activities to ensure comprehensive customer support for its customer brands. The company now offers simultaneous monitoring, triage, and response across hundreds of social channels and digital branding properties. Online reputation management strategies; and content moderation that offers customers a unique brand experience. ResultsCX’s omnichannel CX platform leverages human and artificial intelligence (AI) across all communication channels, enabling the company to provide resolution-centric CX to every customer, regardless of their preferred communication channel with their favorite brand. In the past few years, the way companies have handled customer inquiries has changed significantly. Ten years ago, communication with a brand took place almost exclusively by telephone – with a few emails. Today the list of communication channels is unlimited. Consumers interact through voice, email, SMS, social media, live chat videos, and even self-guided materials available online. In response, ResultsCX’s newly expanded omnichannel CX platform shortens the path to the solution for customers communicating with brands via email, messaging, mobile apps, phones, social media channels, digital brand properties or live chat. Additionally, the company’s SupportPredict suite of digital CX tools serves digital-first customers on their own terms. SupportPredict Self-Service offers turn-by-turn instructions and five methods of content delivery. SupportPredict Agent AI provides contact center agents with predictive guidance through a proprietary knowledge base with usage data from over 100 million users to maximize first call resolution and improve customer satisfaction. SupportPredict bots improve self-service customer interaction and bridge the transition to agent support so that agents can start the conversation right where the bot left off. “Even before the pandemic, consumers had used social media to interact with brands, from researching and purchasing items to communicating with companies about their everyday problems,” said Blayne Shell, ResultsCX chief revenue officer . “Brands that get social care right are more than ever the ones that create customer loyalty and have a major impact on their competition.” Companies that provide consistent, high quality customer service retain 89% of their customers1. In contrast, companies with less than ideal omnichannel customer support can only keep 33% 1. ResultsCX’s Omnichannel CX Platform helps brands maximize their social experience management through a range of solution sets that provide social care to monitor customer concerns and inquiries and provide resolution-oriented responses through omnichannel conversations. The platform also offers reputation management solutions that focus on the reputation of brands, products and retail. Finally, it also covers moderation of content, AI and people using SupportPredict knowledge management solutions. A recent industry example shows the need to offer consumers a wide variety of communication options, particularly in the health and insurance industries. The survey found that consumers are interested in using chatbots and other online self-help materials for health, medical, or insurance-related inquiries. Almost a third of consumers (32%) said they used a chatbot to inquire about health or insurance issues2. About Us ResultsCX ResultsCX has been a leading customer experience partner for Fortune 100 and 500 companies for three decades. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s success story in redesigning the customer experience to meet changing consumer expectations has driven growth to more than 25 locations and around 20,000 colleagues worldwide. Our core competency extends to actionable analyzes, contact centers as a service (CCaaS), process automation and our own SupportPredict digital engagement software as a service (SaaS). 1: https://www.invespcro.com/blog/state-of-omnichannel-shopping/?ref=hackernoon.com 2: http://www.pr4us.com/pr-11235-customer-care-survey- Shows-consumers-have-su.html Media contact: John SternalMerit Mile954-592-1201
