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Social customer service moves at such a fast pace, keeping up with best practices and industry trends can be difficult. To help customer service professionals stay on top of increasing social volumes and the latest innovation, we’ll be sharing quick, informative tips and tricks on hot topics in our newest short form series: Engagement Experts.

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[Engagement Experts] Free Webcast: How Many Clicks to Resolution?

By Jaclyn Fu
Feb 16, 2017 5:30:00 PM
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You know the feeling of dread when the on-hold music kicks in and you realize that you could be at this for hours? That’s precisely the feeling that your customers won’t tolerate today. As organizations increasingly compete based on the customer experience, they’ll realize that the bar for what's "accepted" in customer's eyes, especially Millennial's, has been raised.

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5 Excuses Your Customers Are Tired of Hearing

By Lia Winograd
Feb 16, 2017 10:54:29 AM
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There aren’t, I’m going to argue, such thing as “customers” in the plural. At any rate, the concept of “customers” in the plural, in the aggregate, isn’t anywhere near as useful a concept for business success as is the singular customer, the one right in front of you, the one on the phone, the one who is tweeting at you or engaging with you on Facebook Messenger.

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The Only Customer Who Matters is the One You’re Serving Right Now

By Micah Solomon
Feb 14, 2017 1:02:11 PM
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As the user base of social media platforms grow and an increased ROI is evident on social media channels such as Facebook Messenger, Instagram and Twitter, it’s only wise to take heed of the growing value of social customer service as we work our way into the new year.

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5 Must-Haves for Stellar Customer Service

By Bryan Brennan
Feb 8, 2017 12:09:32 PM
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(That Will Help with the Rest of Your Customers Too)

All of your customers–in every single age bracket–have changed their expectations for how your business should treat them, due to the advent of digital and socially connected technologies. Although these digitally-driven changes are so widespread, they are most pronounced in the youngest major customer group: the large, digitally native generation, born 1980-2000 (give or take a few years).  

Millennial customers (the largest generation in both U.S. and world history, even larger than the baby boom at its height) have expectations that have been shaped by the generation’s lifetime immersion in the fast-evolving worlds of online commerce, search engines and on-the-go connectivity. For millennials, mobile phones have always been available. The Internet has always been on. These are customers who’ve rarely waited for letters to arrive by mail, who may have never waited in line at the bank, who’ve seldom had their musical choices limited to the radio or what can fit on a mass-marketed. Millennials have grown up at a time when it’s possible to align their shopping with their values—the chance to choose humane, green, fair trade, organic, employee owned and so forth, or not.

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Micah Solomon: 3 Essential Secrets of Serving Millennial Customers

By Micah Solomon
Feb 6, 2017 3:25:41 PM
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