MaritzCX Launches Social Media Response Tool

Customer experience software and services provider MaritzCX has launched a solution called SocialCX, through which CX professionals can manage and increase positive reviews on social media.

Formed in 2014, when Maritz acquired customer and employee feedback software provider Allegiance, and combined it with Maritz Research, MaritzCX offers a combination of customer experience consulting, marketing science and research, along with CX software and programme services. Earlier this month, the firm launched a tool called PredictionCX, to help businesses anticipate individual customer behavior and preferences.

The new SocialCX solution provides a platform for identifying, distributing and responding to online feedback and reviews, both negative and positive. A proprietary text analytics engine finds and transforms unstructured social media data from review sites into relevant insights. The tool can be used to integrate social media content with other sources of customer data, so users can see and respond to relevant posts, and encourage customers to help generate positive reviews.

President and CEO Carine Clark (pictured) comments: 'Every day, thousands of customers rate, review and discuss their experiences on countless social media and online review sites. By monitoring online reviews alongside other CX sources of information, businesses are better armed to make the right and most relevant customer experience improvements that will boost customer retention and revenue'.

Web site: www.maritzcx.com .