Sword Ciboodle and thinkJar Call for Participation in Survey on "Social Customer Service"

Research that Will Help to Unlock Valuable Data Regarding Social Channels' Role in the Customer Engagement Experience

Nov 14, 2011, 13:00 ET from Sword Ciboodle

CHICAGO, Nov. 14, 2011 /PRNewswire/ -- Sword Ciboodle, a global provider of customer engagement solutions, and customer experience advisory thinkJar, today announced an open invitation for participation in their joint research project that focuses on "Social Customer Service." You can participate in the survey by visiting http://svy.mk/ThkJr_Soc, the research will help to reveal insights in four key areas:

  • Is the move to customer service using social necessary and beneficial?
  • How to move from traditional multi-channel to social multi-channel and cross customer service?
  • Knowledge management and social knowledge must collude, how can they be accomplished?
  • Are communities what make 'social' work for customer service? Or is something else required?

Organizations face a variety of challenges, both technical and cultural, when they are considering adopting and emerging customer service processes. The survey results and analysis will help businesses navigate confusing and misdirected efforts when it comes to integrating new social channels effectively. One important debate topic, which the survey hopes to shed light on, is whether or not investments in social customer service is "money well spent."

"We have been theorizing long enough; this is a good opportunity to ask the questions, directly to the practitioners regarding the direction of using social channels for customer service," said Esteban Kolsky, principal and founder of thinkJar. "Further, this is an opportunity to understand both how the decisions are made and how the outcomes are measured."

"The social customer engagement landscape is rapidly unfolding and emerging," said Mitch Lieberman, Vice President of Market Strategy ofSword Ciboodle. "While major analyst firms have done a good job of uncovering insights and projections, our survey is looking to go even deeper and provide businesses with some solid direction on where to go next in forming a social customer service strategy."

The survey will be open for participation through November 23, 2011. The results will be shared openly in January 2012.

About Sword Ciboodle

Sword Ciboodle delivers award-winning, modular CRM software to contact centers worldwide for advanced customer engagement across multiple social channels. The Sword Ciboodle platform accelerates the ability to deliver consistent customer service, leading to exceptional customer experiences that reduce overall operational costs and achieve higher revenue. Sword Ciboodle's family of product offerings can be categorized into three service bundles; be served, be solo and be social. The company and its contact center software are consistently recognized by industry analysts as one of the world's leading customer-centric solutions; featured by the prestigious Gartner Magic Quadrant, CRM Customer Service Contact Centers, for five consecutive years.

About thinkJar

thinkJar is an advisory and consulting organization helping customers create and deploy successful customer strategies.  Leveraging over 25 years of experience as an analyst, practitioner, consultant and advisor to global 2000 organizations, thinkJar works to empower organizations to become customer-centric while addressing the constant challenges of everyday business.

Media Contact: Liz Erk The Jaxson Group 781-279-0370 liz@jaxsongroup.com

SOURCE Sword Ciboodle