Sword Ciboodle Enhances Customer Interactions with New Social CRM Offering

CHICAGO, July 7 /PRNewswire/ -- Sword Ciboodle, a global leader of customer oriented business software and services, today announced the launch of Ciboodle Crowd, a new social CRM product created to weave together the strongest aspects of online communities and customer service. Ciboodle Crowd enables organizations to service the social customer on their terms, via social communities and forums where customers can interact directly with the organization, and each other.

Empowering organizations to support social interactions, Ciboodle Crowd not only assists agents with developing relationships between the customer and organization, 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 fulfill 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 organizations to consistently, effectively and profitably service customers in real-time across any channel, and Ciboodle Crowd fulfills 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. By joining the organization and customers together in a single community, Ciboodle Crowd becomes more than just a forum; it is a cultural shift that re-centers an organization around the customers.

The flexible platform enables organizations to create an online community, which is molded to meet their exact requirements, with familiar features including forums, blogs, discussion boards and question and answer threads.

"In essence they [community users] buy more, to the tune of up to 40%; they also buy more often, and for longer periods of time than non-community users,"  The ROI of Online Customer Service Communities, Forrester Research

Ciboodle Crowd premiered to industry praise during the June 2010 Gartner Customer 360 Summit, where the software's social CRM capabilities and seamless integration with Sword Ciboodle's existing modules was showcased.  

To find out more information about Ciboodle Crowd's social community features, visit www.sword-ciboodle.com/crowd.

ABOUT SWORD CIBOODLE

Part of the global Sword Group, Sword Ciboodle delivers award-winning, process-managed CRM software services to contact centers worldwide. With staff located across 3 continents, the company's customer service software helps clients achieve higher revenues from their customers and reduce operational costs.  

The company's software offerings promote customer intelligence and choice, highlighted through their cross-channel CRM modules known as intelligent desktop Ciboodle One, web based self-service Ciboodle Live, and case management software Ciboodle Flow.  

Sword Ciboodle is consistently recognized by industry analysts as one of the world's leading customer-centric technology providers. Clients include Sony, Admiral, Vodafone, Sears, BGL Group, Standard Bank and Eskom.

Sword Ciboodle has been featured in the prestigious Gartner Magic Quadrant, CRM Customer Service Contact Centers, for five consecutive years.

For more information, please visit www.sword-ciboodle.com.

SOURCE Sword Ciboodle