XcelSocial

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XcelSocial is a ServiceNow-certified integration tool developed by Xceltrait, designed to seamlessly connect social media platforms like Facebook and Twitter with the ServiceNow Customer Service Management (CSM system. This integration enables organizations to proactively monitor and manage customer interactions on social media directly within their ServiceNow environment, ensuring timely and efficient responses to customer feedback. Key Features and Functionality: - Social Media Integration: Automatically captures and imports customer comments and issues from social media channels into ServiceNow. - Customer Identification: Identifies customer details, issues, and sentiments within the ServiceNow instance, providing a comprehensive view of customer interactions. - Proactive Engagement: Enables organizations to connect with potentially dissatisfied customers on social media before they reach out directly, allowing for early intervention. - Efficient Issue Resolution: Facilitates quick resolution of customer issues by managing social media interactions through ServiceNow's case management processes. - Enhanced Customer Satisfaction: Aims to improve Net Promoter Scores (NPS and overall customer satisfaction by ensuring prompt and effective responses to social media feedback. Primary Value and Problem Solved: In today's digital landscape, customers frequently use social media to express their opinions about products and services. A single negative comment can quickly escalate, potentially harming a brand's reputation. XcelSocial addresses this challenge by integrating social media monitoring into the ServiceNow CSM strategy, allowing organizations to: - Monitor Brand Reputation: Keep track of customer sentiments and feedback on social media platforms. - Enhance Customer Engagement: Engage with customers proactively, addressing concerns before they escalate. - Streamline Customer Service Operations: Manage social media interactions within the existing ServiceNow framework, reducing the need for multiple tools and improving operational efficiency. By leveraging XcelSocial, businesses can effectively manage brand risk on social media channels, ensuring a positive customer experience and maintaining a strong brand reputation.

Xceltrait Inc

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Xceltrait Inc., established in 2006, is a premier IT consulting firm specializing in delivering comprehensive ServiceNow-based solutions. With a focus on digital transformation, Xceltrait assists organizations in enhancing their operational efficiency and customer experiences through innovative, agile, and digital-first approaches. Their expertise spans across various industries, catering to clients ranging from startups to Fortune 500 companies. Key Features and Functionality: - IT Service Management (ITSM: Xceltrait implements ITIL®-based ITSM processes, configuring core ServiceNow modules such as Incident, Problem, Change Management, Knowledge Base, Service Catalog, Configuration Management Database (CMDB, and Self-Service Portals. - Customer Service Management (CSM: They provide ServiceNow-based CSM solutions, including the setup of Customer and Consumer Service Portals, ServiceNow Communities, and tools for managing brand risk on social media channels. - Financial Service Operations (FSO: Specializing in the implementation of ServiceNow's FSO module, Xceltrait helps financial institutions streamline core operations, optimize workflows, and improve customer satisfaction. - XcelSocial: A certified ServiceNow app developed by Xceltrait, XcelSocial integrates social media channels like Facebook and Twitter, allowing organizations to manage customer comments directly within their ServiceNow instance. - Remote Development and Administration Support: Offering offsite and offshore resources, Xceltrait assists with the development, remediation, and administration of ServiceNow instances. - Staff Augmentation: They provide expert IT staff augmentation services across various IT skill sets, ensuring clients have the necessary talent to meet their project requirements. Primary Value and Solutions: Xceltrait's primary value lies in its ability to transform organizations' service operations through digital workflows, thereby reducing costs and enhancing customer satisfaction. By leveraging their deep knowledge and expertise in ServiceNow, they help businesses modernize financial services, create seamless customer experiences, and empower service management. Their solutions enable clients to focus on core business functions while ensuring efficient, agile, and proactive service delivery.