Mzinga, the leader in social intelligence solutions, services, and analytics for business, today announced the release of a complete, end-to-end social customer experience solution.
Waltham, MA – April 27, 2011 - Mzinga® (http://www.mzinga.com), the leader in social intelligence solutions, services, and analytics for business, today announced the release of a complete, end-to-end social customer experience solution.
Recent industry research reveals that the primary driver of customer loyalty is increasingly related to a customer’s personal experience and trust of a given brand, product or service—even more so than the quality of a company’s products, services or financial viability. As a result, companies are recognizing the importance of establishing a comprehensive customer ecosystem that provides a fully collaborative, interactive experience to drive high satisfaction, repeat business, and positive word-of-mouth to gain a competitive advantage.
“The statistics on the changing landscape of the customer experience are staggering. Investing in customer experience with an acute focus on the customer’s needs and how to better meet them is critical as enterprises seek to engage and interact with customers,” said Randy Saari, Senior Vice President, Customer Experience at Mzinga. “Because consumers can now share their views online, each and every interaction becomes critical to not only developing relationships but also to listening, anticipating needs, and resolving issues quickly which can have significant impact.”
New business models and support methodologies are essential to meeting the demands of the changing customer landscape. Companies such as Agilent and Constellation Brands, Inc. are already leveraging customer experience solutions from Mzinga to supplement traditional customer education, customer engagement, and peer support.
Through Mzinga’s new Customer Experience Solution, enterprises can accelerate customer growth and optimization though a combination of Mzinga’s OmniSocial® platform, strategic services, scorecard analysis and community moderation to develop a vibrant online destination including:
“Customers today are being more proactive and taking matters into their own hands. The important conversations they are having about products and services occur without the participation and often without the knowledge of the companies involved,” said Al Nugent, CEO of Mzinga. “By offering a full solution, we provide the insights and awareness that customer support professionals need to improve communication and collaboration, creating the highest quality customer experience.”
The Mzinga Customer Experience Solution is available immediately. The full feature list and pricing is available upon request.
Mzinga is the leading provider of social intelligence solutions, services, and analytics that improve business performance. Through a combination of enterprise-class technology, strategy and online moderation services, Mzinga social solutions enable businesses to increase revenue and lower costs by improving brand visibility, workplace satisfaction, and customer loyalty. Headquartered in Waltham, Massachusetts, Mzinga supports more than 15,000 communities and 2.5 billion monthly page requests from 40 million unique visitors in 160 countries worldwide.