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Social Customer Service Lessons from The Social Media for Customer Service Summit

November 20, 2014 09:53 AM by Harry Rollason

At the start of the month, Conversocial sponsored and presented at Useful Social Media’s Social Media for Customer Service Summit. Having sponsored the conference since its inception, we came with high hopes for quality discussions with many of the industry's top experts and practitioners. We were not disappointed.

So with the sun set once more on the summit, what did we learn from the stellar line-up of corporate speakers? What should you take away and apply to your own social customer service strategy?

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Conversocial appointed by Dixons Carphone's 'Knowhow' team for Social Customer Service Solution

November 18, 2014 11:14 AM by Alex Harvey

NEW YORK and LONDON, Nov. 18, 2014 – Dixons Carphone plc, Europe’s leading specialist electrical and telecommunications retailer and Services Company, has chosen to enhance its customer service operation over social media in partnership with Conversocial.

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Conversocial, a leading provider of cloud-based social customer service solutions, will enable the Knowhow customer service team to prioritize service related enquiries on social media, while also making use of functions like rules-based message routing and real time analytics.   

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Infographic: Is your social customer service operation ready for the holiday season?

November 13, 2014 10:00 AM by Harry Rollason

The holiday season is the most important time of year for most retailers. Unsurprisingly, this is also the time of year when the most strain is put on their customer service teams. Your customers have higher expectations than ever for the quality and speed of resolution they receive from companies over social media—and there is little room for error.

To get a better understanding of customer expectations this holiday shopping season, we asked over 500 US consumers about the impact of social customer service has on their purchasing behavior.

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So, how should companies scale their customer service offering? Here are my top five tips for dealing with the increase in volume this holiday season:

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Is Your Airline Anti-Social?

November 08, 2014 07:14 AM by Paul Johns

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Like most of us, I have spent much of my career traveling for client events, customer meetings and conferences. As a frequent flyer, I have shamelessly chased status and meticulously managed loyalty points to try and fly in comfort. I maintain a personal best for disassembling myself for TSA screening, whisking through most airports on my own kind of auto-pilot. I spend way too much time on tarmac and so let's be honest we all want to turn left at the door and have someone bring us something bubbly before takeoff.

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Five Top Tips for Social Customer Service Over Facebook

November 06, 2014 12:38 PM by Liz O'Brien

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When companies engage and respond to customer service requests over social media, those customers end up spending 20 to 40 per cent more with that brand (Source: Bain& Company).

Failure to respond via social channels can lead to up to a 15 per cent increase in churn rate for existing customers (Source: Gartner).

Facebook has changed from what was primarily seen as just a marketing opportunity - designed to ‘humanize the brand’- to having great importance as a platform for effective customer service. Although often grouped into the same social media service channel category as Twitter, Google+, Youtube and Instagram, Facebook retains unique characteristics which companies must take into account if they hope to maintain a high quality level of service.

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Customer Wins and Global Expansion Fuel Conversocial Growth In 2014

November 04, 2014 09:01 AM by Harry Rollason

More than 200 enterprises are now using Conversocial to engage with customers and revolutionize the customer contact center.

NEW YORK and LONDON, Nov. 4, 2014 – Conversocial, a leading provider of cloud-based social customer service solutions, today announced substantial corporate milestones as more global corporations embrace social customer service in the contact center. Over the past 12 months, Conversocial expanded its global office presence and recorded significant new client wins across the UK, Europe and North America. The company continues to expand its global executive team and innovate as firms worldwide look for enterprise customer service applications, designed social first, to revolutionize customer engagement on a large scale.

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Social customer service is rapidly maturing as customers search for a more thoughtful way to engage with corporations and improve the quality of interaction and resolution over traditional communications methods such as email and phone. According to OnePollResearch, 65% of consumers believe social media is a better way to communicate than through a phone call with a customer service representative. Global firms have recognized how social media channels have revolutionized the relationship with the customer and are transforming their contact centers to ensure social media communications receive the same respect, rigor and robustness as traditional channels.

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Top five takeaways from the Definitive Guide to Social Customer Service

October 30, 2014 09:31 AM by Harry Rollason

Trust me, as anyone who works in content marketing will testify, when you spend a lot of time writing a piece the last thing you want to do is revisit it. However, last night that is exactly what I decided to do.

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Here are my five top takeaways from our recently published Definitive Guide to Social Customer Service—where I try to look a little more deeply at the underlying themes:

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Are Theme Parks Making the Most of Social Customer Service?

October 28, 2014 10:08 AM by Alex Harvey

When it comes to driving higher levels of engagement over social media, some industries have it easier than others in terms of a place to start from. Companies whose mission it is to thrill and delight customers on a daily basis should have no qualms about doing the same on social media. Theme parks fall into that category.

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Theme parks set out to be world leaders in branded, location-based, entertainment that is capable of delivering memorable experiences for families and groups of friends. They are blessed with a wealth of content to bolster their marketing campaigns - including situations and images that highlight genuine extremes of emotion - but have they taken that content, that emotion, and used it to deliver a superior customer experience?

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Conversocial Appoints Paul Johns as Chief Marketing Officer

October 23, 2014 09:08 AM by Harry Rollason

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NEW YORK and LONDON, Oct. 23, 2014 – Conversocial, a leading provider of cloud-based social customer service solutions, today announced the appointment of Paul Johns, a marketing executive with 16 years’ experience in brand development for emerging and established technology firms, as Chief Marketing Officer. Johns will oversee the company’s global marketing, branding and public relations activities as Conversocial continues to capitalize on the growing market demand for social-based customer service in the call center.

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‘So, do you just sit on Facebook all day?’ The life of a Social Customer Service Agent

October 22, 2014 12:58 PM by Liz O'Brien

Working in a contact centre is largely how you’d expect - rows upon rows of desks with the constant bashing of keyboards, repetition of can I help you’s?’ and I’m sorry to hear that Themed fancy dress days, endless charity raffles and some questionable canteen lunches...

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It’s now been five months since I left the contact centre of a leading UK supermarket but questions from my new colleagues have led me to reflect on my time as a social customer service agent.

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