New Service Offerings to Enhance Collaboration, Support and Training Experience for Multi-Location Brands
SOCi, the leader in social media and reputation management for multi-location brands, announced the launch of its new full-service Customer Success Portal. This go-to source for SOCi customer training, product support, critical updates, and self-service help content and FAQs elevates the overall SOCi customer experience, empowering both national and local marketers to take their localized social marketing efforts to the next level.
“We created the SOCi Customer Success Portal as part of our ongoing commitment to invest in delivering exceptional experiences for our customers”
In today’s always-on environment, customers expect more immediate access to resources and quick turnaround to their questions and needs. As a result, customer experience is on par to overtake price and product as a key brand differentiator by 2020 — with 86% of buyers willing to pay more for better customer support (The Walker Study). Further, customers want to be able to find answers through self-service options. According to a report from ZenDesk, 50% of customers think it’s important to be able to solve product or service issues themselves and 70% expect a company’s website to include a self-service application.
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With this in mind, the SOCi Customer Success Portal was created to include self-paced on-demand training courses through SOCi University, covering topics, from Platform Basics to educational topics like The Best Practices to Managing your Online Reputation. The portal will also include FAQs, how-to-videos and an interactive discussion board for customers to collaborate, ask questions and share best practices with other users to help one another better navigate the multi-location brand marketing landscape.
“The SOCi Customer Success Portal is the ideal learning tool for our marketing team,” said Jessica Ray, Director of Marketing Technology at American Family Care. “With the online courses offered in SOCi University, we will be able to onboard franchisees to the platform and feel confident that they can navigate the software from their own location(s).”
By providing a go-to source for training, support, and updates, the Customer Success Portal helps customers better utilize SOCi offerings in a meaningful, productive way, which in turn helps them better run their localized social marketing programs.
“We created the SOCi Customer Success Portal as part of our ongoing commitment to invest in delivering exceptional experiences for our customers,” said David Marler VP of Customer Success at SOCi. “As we have learned from marketers in all areas of an organization, this requires us to deliver the necessary tools and resources to effectively use and administer the SOCi platform. This portal provides on-demand access to the tools our customers at both the corporate and local business levels need to quickly get up to speed on the platform’s latest features and join conversations with like-minded marketers, empowering our customers to make the most of their localized social marketing efforts.”