Xcelsocial

xcelsocial is a natively integrated tool for servicenow that enables organizations to proactively capture key customer comments on social media platforms directly into servicenow where agents can respond directly to customers and work towards resolution. xcelsocial helps: • proactively capture and manage customer issues from social media platform • create real-time visibility to customer issues as they occur on social media • bi-directional communication to comments and post with customers from within servicenow, enabling agents to act from within a single platform and leverage customer management processes/workflows that have been established • enable organizations to take potential public customer negative customer satisfaction issues off of social media for resolution, while at the same time being able to show responsiveness to the greater audience • foster customer loyalty to help build an organization’s customer service management team from a cost to a revenue center. compatibil