Ibotta - CX Social

CX Social helps Ibotta evolve from being reactive to proactive to their customer needs

 

CHALLENGE

Individual social network monitoring and ad hoc customer care
was becoming incredibly difficult for Ibotta to manage with their growing business.

They needed a way to manage large volumes of social tickets, track all social
interactions, pinpoint customer issues, and integrate with their customer service
software to bring new customers easily in the fold.

 

SOLUTION

With 200 mentions a day on social media, thousands of service
tickets per day, CX Social helps manage these large volumes of data and
streamline the workflow by integrating seamlessly with Zendesk. The solution
also provides historical context and easy pull up of cases to provide a better
social care experience. Furthermore, agent performance and tracking, agent
staffing schedules, analyzing unknown pools of data, and understanding
sentiment is now possible with CX Social.

 

SUCCESS HIGHLIGHTS

• Seamless integration with ticketing software enables bringing social
customers to become a part of the larger customer universe
• High efficiencies due to better understanding of agent activity, performance,
and staffing needs
• Operationalized social care and proactive support to meet growing customer
base and demands

Ready to see CX Social in action?

Your customers expect more from you on social media, we can help.

Clarabridge has a range of SaaS customer experience management solutions to help hundreds of the world’s leading brands put customer feedback to work. Amongst these, CX Social enables companies to listen, analyze and gain insight into conversations online and in social media allowing them to develop relationships by identifying and engaging with customers in real time. This is why leading brands trust Clarabridge to power their CX programs and drive a customer focused strategy. The result: better customer experiences. For more information, visit https://cxsocial.clarabridge.com.

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Last Updated: August 30, 2018
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