Social CRM flavour of the month

Sword Ciboodle a global leader of customer oriented business software and services is launching a new social CRM product created to weave together the strongest aspects of online communities and customer service.

 Ciboodle Crowd enables organisations to service the social customer on their terms, via social communities and forums where customers can interact directly with the organisation, and each other.

Empowering organisations to support social interactions, Ciboodle Crowd, according to the company, not only assists agents with developing relationships between the customer and organisation, but it provides a customer forum that encourages peer to peer discussion to resolve problems and queries.  If, for any reason, a question is not answered by the online community within a set service level agreement, a work item is automatically routed to an available agent, ensuring that the customer’s query is always answered accurately and in a timely manner.

 “We created Ciboodle Crowd in recognition of the fact that traditional customer service offerings do not always fulfil the needs of new social media enthused customers,” said Paul White, CEO of Sword Ciboodle, Americas. “Our community based software enables the agent to contribute or add insight to the social customer’s experience while, at the same time, customers can collaborate and interact with each other to share experiences and viewpoints.   Sword Ciboodle is committed to empowering organisations to consistently, effectively and profitably service customers in real-time across any channel, and Ciboodle Crowd fulfils this mission as the final piece of our ‘customer engagement continuum’.” 

 With inherent integration to Sword Ciboodle’s other CRM software modules, including their intelligent desktop Ciboodle One, all interactions taking place within the online community are captured and entered into the customer’s central profile. The company claims that by joining the organisation and customers together in a single community, Ciboodle Crowd becomes more than just a forum; it is a cultural shift that re-centres an organisation around the customers.