XcelSocial and ServiceNow simplify customer service on social media

ServiceNow partner Xceltrait is pleased to announce the release of version 2.0 of XcelSocial, which is a social media integration application built on the Now platform.

November 10, 2020, IRVING, Texas, USA /EINPresswire.com/-ServiceNow partner Xceltrait, which focuses on the implementation of ServiceNow customer service management and field service management modules, is pleased to announce the release of the integrated application XcelSocial version 2.0 built on the Now platform , Certified and available in the ServiceNow App Store.

XcelSocial is ServiceNow’s native integration tool, which enables organizations to actively capture and manage key customer comments on social media platforms directly into ServiceNow.

Xceltrait Inc. President Vikas Magoo said: “More than 80% of people expect the company to respond to social media complaints within a day. For complaints and issues raised on social media, providing immediate responses and solutions is essential for companies to maintain a competitive advantage. With XcelSocial, we enable ServiceNow CSM users to easily use their social media customer service games without any investment in a separate tool.”

With XcelSocial, organizations can understand customer issues in real time on social media.

It enables organizations to proactively capture and manage customer issues from social media platforms. By connecting one or more company social media assets to ServiceNow customer service management, it brings all comments related to the company’s posts into ServiceNow and automatically creates cases in ServiceNow CSM. After the case is created, the agent can handle the case through its case management process. XcelSocial enables agents to respond to customer comments and posts within the ServiceNow platform and leverage established customer management processes/workflows.

“Although there are many tools on the market for social media customer service, XcelSocial scores high in both aspects. First, it is tightly integrated with ServiceNow. Therefore, all data and communication are secure and located in the organization In the ServiceNow instance. Second, organizations can enable social media-based customer service without purchasing a separate subscription for any other tools. XcelSocial works natively with ServiceNow. This is particularly useful for small and medium-sized businesses with tight budgets.” Vikas added.

With XcelSocial, organizations can increase customer loyalty to build a customer service management team from cost to revenue center.

To learn more about XcelSocial, please visit https://xceltrait.com/xcelsocial-2

About Xceltrait

Xceltrait was established in 2006. Since our establishment, we have been committed to developing solutions and processes to help transform how organizations can complete business better, faster, and smarter.

At Xceltrait, we have established a customer-centric culture, and we believe in bringing innovation to a new level. Our attitude is to solve problems and do the best for customers. No matter how big or small the problem we face, we are committed to using our industry experience, rigorous analytical skills and pragmatic thinking to solve the problem. More importantly, because we are committed to the success of the company, we always consider the overall situation of the company.

Vikas Magoo
Xceltrait Inc.
+1 630-877-7347
[email protected]
Visit us on social media:
Facebook
Twitter
LinkedIn