Waltham-based Mzinga, a leader in social intelligence software and services, released a brand new product today. The solution, Mzinga OmniSocial, capitalizes on the well established fact that great customer experiences leads to loyal customers. The product is an end-to-end solution that helps you acquire, engage, and retain your customers. It features a technology platform, alongside Mzinga’s strategic services which includes things like benchmarking and community moderation.

“Customers today are being more proactive and taking matters into their own hands. The important conversations they are having about products and services occur without the participation and often without the knowledge of the companies involved,” said Al Nugent, CEO of Mzinga. “By offering a full solution, we provide the insights and awareness that customer support professionals need to improve communication and collaboration, creating the highest quality customer experience.”

Here are the three points Mzinga aims to deliver on with this new OmniSocial offering (get ready for lots of buzzwords…):

• New client acquisition by enabling more direct, real-time interactions between an organization’s employees and customers to reduce sales cycles, foster thought leadership, and gain insights through social elements such as profiles, blogs, ratings and existing customer reviews.
• Customer engagement to develop interactive, mutually beneficial relationships with customers to increase satisfaction and retention to improve the onboarding, retention and education process by providing support forums, a Q&A knowledge base, and certification programs so participants can comment, rate and discuss content. In addition by collecting, collaborating and co-creating with customers in real-time, customer experience professionals are able to gain valuable insight into customer needs through ideation, live meetings and crowdsourcing.
• Peer support to reduce overall costs and improve customer response times by making teams readily accessible to customer needs in real time though peer-to-peer interactions, rapid response and support insights. Enterprises will be able to monitor & respond via social media listening, moderation, and integration with leading CRM tools as well as external websites like Facebook and Twitter.

Confused about what Mzinga is really offering amidst all of those buzzwords? We were too, but thankfully after more investigation we found some great videos that allow you to take a tour of this product. Four video demos will walk you through the product’s control panel, self-service apps section, reporting and analytics section, as well as its social profiles section. Below is the video of the OmniSocial Reporting & Analytics portion of the product:

Looking to learn more? We suggest you sign up for their May 19th webinar where they’ll explain. With 15,000 communities under management, Mzinga services more than 2.5 billion monthly page requests from 40 million unique visitors in 160 countries worldwide. You can check out their marketing materials for the new product here.