Conversocial Blog


The Resolution will be Tweeted

October 1, 2015 12:01 PM by T. Connor Denis

Facebook was founded in 2004, Twitter didn’t waste much time, launching in 2006. Becoming household names, we share pictures of our friends, families, and most importantly(?) ourselves. We use social media everyday to express: delight, anger, surprise, share opinions, and challenge the opinions of others. Social media is a vocal community made up of everyone: our communities, our demographics, those who we like, and those whom we (frankly) do not.



Just over a decade ago, Mark Zuckerberg (et al) revolutionized this idea of community by giving us a single place to maintain our online identity rich with content and connection. For years this model worked, hand in hand with Twitter, we abandoned the old ways we’d share, invite, touch base, plan, and announce.

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Lost my Wallet; Found Social First.

September 23, 2015 04:38 AM by George Twizell

I recently managed to misplace my wallet; the details of which are largely irrelevant, all I will say is they involve a taxi, a few drinks and a lesson in Social Customer Service…

As an avid saver of points with basically any retailer I come into contact. The above dilemma meant I needed to get my Tesco Clubcard, Nectar Card and Morrison’s Miles & More cards back, and back ASAP. So, naturally, I put the three to a #SocialFirst Test: 

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Are you going to upgrade to the new iPhone 6S?

September 10, 2015 10:40 AM by Taylre Duarte

“Sorry Ma’am, you still have another 9 months on your contract until you’re eligible for an upgrade”. How many times have we all heard that when talking to our phone company. I, for one, have put up with a phone that didn’t accept incoming calls, couldn’t send texts, or would just randomly dial people in my contact list when I was on the phone with someone else. But why?

Well, for one, I didn’t want to pay. Why switch now when I can spend just a little bit longer putting up with ‘okay’ (read: barely permissible phone) and save some money? 

I remember when I didn’t want to give up my Blackberry… I couldn’t say goodbye to BBM! It was my lifeline! But BBM quickly became irrelevant… it wasn’t the way people were communicating anymore.

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Conversocial Upgrades the Industry to a New Standard of Social Customer Service

September 9, 2015 08:30 AM by Paul Johns

New capabilities built to serve the mobile, social customer at scale.

Today at the Gartner Customer 360 Summit in San Diego, Conversocial unveiled new features in its enterprise social customer service platform that upgrade how companies can resolve complex customer issues over social media, and scale ‘in the moment’ engagement.

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The New Standard of Social Media for Retail

September 4, 2015 10:00 AM by Bryan Brennan

Retailers were some of the first adopters of social media as a marketing channel, using it as a means to attract and acquire new customers. It made so much sense—it was a great way to promote products and gain actionable insight from the buzz these campaigns generated. However, as publicised in reports from leading analyst firms such as Gartner, Forrester, and Ovum, social media is more than just marketing. Companies know this, the conversation has moved on. But the new standard of social media means supporting marketing’s efforts, delivering a best-in-class customer experience alongside promotional offers.

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Plane OK: Airlines providing preferential service on Twitter

September 3, 2015 02:00 PM by Anthony Thomas

Last month British Airways was caught up in a PR incident when a customer Tweeted that a request for a callback from their reservations department was granted to a UK celebrity, a service generally denied to customers. 

The attentive customer proceeded to post a side-by-side comparison of the airline’s Twitter responses to one customer versus that of the celebrity, an effort that generated over 300 re-Tweets and forced the airline’s press office to respond to journalist’s enquiries about its approach to customer service.

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[Webcast] The Social Resolution: What being Social First really means

September 3, 2015 09:22 AM by Harry Rollason

Delivering a best-in-class customer experience requires a fundamental shift in how you serve your social customers. Leading companies, such as Hertz and Sprint, extend their customer engagement capability on social, by truly resolving customers issues at scale. This approach is called #SocialFirst.

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Hyatt among the winners of Skifties 2015 Social Media Awards for Travel Brands!

September 2, 2015 10:00 AM by Harry Rollason

We are happy to announce that Hyatt, a Conversocial client and Customer Advisory Board member, has won a Skiftie. Hyatt won the “Best Social Media Customer Service” award, gaining recognition for its much acclaimed social customer service strategy.
One of the key reasons for this recognition is its average "16-minute response time, while exponentially increasing volume of replied-to inquiries through hyper-social listening and friendly segues. Hyatt also celebrates, monitors and rallies its team with weekly video montages of 'guest tweets' internally."
Hyatt truly represents a company that is embracing #SocialFirst at scale.
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Going from Good to Great!

August 24, 2015 05:17 AM by George Twizell


Plenty of companies are good at social customer service, but here at Conversocial we are never happy with good, we want our clients to be the best…We want them be great!

Social media is constantly evolving, this year alone has seen the focus shift from response time to resolution time,with 65% of customers reporting that in-social resolution is the most important aspect of a good customer service experience.

With this in mind, here are my 5 top tips to becoming #SocialFirst company:

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Back to School Basics

August 13, 2015 09:32 AM by Bryan Brennan

As summer draws to a close, parents begin the arduous process of getting their children ready for school. When it was my turn to go back to school, longer than I care to admit, my parents and I had a check-list of sorts to make sure I was ready for my first day. It looked something like this: 

We were always lost. We typically had a general idea of what to buy (clothes, school supplies, etc.) but actually formulating where to buy these items was always a big question mark for us. Thus, we would be looking for recommendations from friends, family, etc.

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