Ridgehead Software and Simplify360 Announce a Strategic Partnership to Deliver Social Media Customer Care Solutions

Denver, CO, July 23, 2013 --(PR.com)-- Ridgehead Software, an industry leader in developing and integrating customer contact solutions, today announces a strategic partnership and alliance with Simplify360, a market leader of Social Marketing solutions for Customer Care organizations.

Traditionally, customer care organizations are single faceted in their dealings with customers, engaging with them via traditional channels such as phone, email, chat and web interactions. Companies take great pride in sharing their customer satisfaction scores with their customers and boasting about their quality scores, handle times, first call resolution, and other semi-important metrics based on traditional channels.

The challenge is, this is based on what customers are saying to them, not about them. There is an abundance of chatter, both positive and negative, that customers are not saying to the company. Instead it is being said to others on social media sites (like Facebook, Twitter, Google+, LinkedIn, etc.) and message boards, blogs, forums and a variety of other sites.

Companies that ignore this dialog are running the risk of deluding themselves. It is critical to observe both direct active interactions as well as passive conversations that take place regarding their products, services and offerings. The next generation customer care organization is going to be customer-centric. Companies can no longer hide from what customers are saying about them. Customer service is the new marketing arm of a company.

Simplify360’s Social Media solution allows companies to listen to what their clients are saying, analyze the results and proactively act on what people are saying about them. Combining strengths, Ridgehead Software and Simplify360 are taking knowledge management and customer service to the next level. Information managers meet information scientists!

About Ridgehead, Inc.: Ridgehead Software is a US-based software development and integration company specializing in knowledge (CMS) and contact (CRM) management for organizations looking for high-touch customer engagements via the web, desktop applications and mobile devices. http://www.ridgehead.com.

About Simplify360: Simplify360 is a social business intelligence company and provider of social marketing and contact center software which specializes in big data analytics, in-premise solution for large enterprises, and CRM Integration. http://www.simplify360.com.