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Why your Social Channels are Important

It’s simple. Social gives speed, convenience and transparency. It enables you to provide in-channel resolution across multiple levels and is a powerful customer care tool for efficiently managing your customer’s queries and questions. Most importantly, it is a domain for personal 1-2-1 engagement which your brand needs to shine at if it is to lead the pack for stellar customer service. Infosys found that 59% of consumers are more likely to shop with a retail brand that offers a personalised customer experience and 78% of consumers indicated they would only engage with a brand that offers a personalised service. The stats speak for themselves. Mastering social customer service will position your brand ahead of the pack during the peak retail season which will only positively resonate with your customers.

“Brands that can respond within 2 hours have a higher propensity for consumers to spend more - for example, 20% more on food delivery.” Joe Rice, Twitter

 *Top tip*

Invest in infrastructure, like Conversocial  which allows you to scale your social operations. This way, your agents won’t be overwhelmed by incoming volumes and are much more likely to deliver personal and meaningful responses. If you are struggling to scale volumes, welcome messages, clipboard answers and quick replies to acknowledge your customers query will give you a longer window in which to deal with the customer’s message.

The digital social sphere is constantly buzzing with tweets, Facebook messages and Instagram posts which increase in volume around peak as consumers try to seek the quickest, real-time pathway for resolution. Conversocial found that incoming volumes on Twitter can increase on average by 29% during this time. Effectively managing your social channels is key to your customer care ratings flying through the roof at peak and should be the first step for achieving customer service operations as your customers increasingly turn to social channels for help.

 Social vs. Legacy

Consumers are beginning to realise that social gives a direct, if not more efficient service than a traditional legacy pathway. As a brand, you need to align your customer service operations with this shift and be able to efficiently manage your incoming social volumes to please your customers. The Institute of Customer Service reports that 25% of social users have actively chosen social media platforms to voice a complaint over the past 3 months. The correlation is clear. The digital transformation means consumers are already online, using social, mobile devices for everyday activities like shopping. In fact, sales made on smartphones in 2016 were up 47% year-on-year. The most effortless way to reach out to a brand therefore, will be through the device that is being browsed on - most commonly, a smartphone for instance. With one tweet from a mobile device, you as the consumer have reached out to a brand in the most convenient and cost-effective way as possible. All you have to do is sit back and wait for the brand to come back to you. In the age of the customer, the consumer wants an effortless and complete customer experience through a channel of their choice. As brand, it is up to you to meet this demand.

Don’t shy away!

Getting a great customer service rating doesn’t happen by being passive. Be proactive, just like Argos, to enhance the customer experience during the retail peak trading period. Successfully managed social channels will grow your positive brand awareness and image. Proactively utilising your social insight and reaching out to your customers, rather than sitting back and waiting for them to shout at you, will only have one effect - increase your positive brand sentiment and create brand advocacy. Ensure back-end operations are watertight and leave little room for customer service pitfalls. With platforms such as Conversocial, you have the ability to spot the problem as it builds. Resolution on social can present the opportunity to turn a customer around despite potential service shortcomings and complaints. During the peak period in particular, efficient monitoring and proactive engagement with customers can prevent a social disaster which can completely tarnish your brand.

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Retail Care Success: Lessons from Conversocial's Social Care Retail Breakfast

By Seleah Gardiner
Jul 20, 2017 9:28:38 AM
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Being a customer service agent can be hard. You’re not only on the front line of (mostly) customer complaints, but also often held directly responsible for their issue. But as happy customer service teams make happy customers, it’s imperative to create a highly motivated care team. A key component of this is in how companies create their internal social care teams. We find that the most successful way is to hire social care agents by hand-selecting them from among the best of your contact center.

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9 Ways to Motivate Your High-Performing Social Care Team

By Jessica Smith
Jul 11, 2017 8:49:39 AM
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Customer service agents are the superheroes of the business world: when they save the day, it goes without thanks but when they perform poorly, they’re blamed like Batman. If that blame occurs on social media, it occasionally goes viral costing the company brand reputation.

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The 3 Ways Social Care Saves Money

By Harry Rollason
Jun 21, 2017 5:32:00 PM
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This is the second post in our two-part series from Jeff Lesser, Senior Product Marketing Manager @ Twitter, on how telcos can create great customer experiences on Twitter.

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Part 2: How Telco Companies Can Create Great Customer Experiences on Twitter

By Jeff Lesser
Jun 16, 2017 10:49:00 AM
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This is the first post in our two-part series from Jeff Lesser, Senior Product Marketing Manager @ Twitter, on how telcos can create great customer experiences on Twitter.

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Part 1: How Telco Companies Can Create Great Customer Experiences on Twitter

By Jeff Lesser
Jun 14, 2017 12:05:00 PM
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What’s the key to workplace happiness? Is it pay? Office culture? Desk plants? Perks? While these all play a part, there’s one factor that rises above all others: employee self-efficacy.

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The One Simple Reason That Your Agents Will Love Social Care

By Jaclyn Fu
Jun 8, 2017 4:06:00 PM
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This is the first post in our four-part series called The Social Care Advantage in which we explore many benefits of social care solutions, from how customer service agents prefer them to the many ways in which they save on cost and deliver on sales.

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4 Reasons Why Your Customers Love Social Support

By Jaclyn Fu
Jun 1, 2017 4:04:00 PM
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The age of passive support is over. Well, maybe not ‘over’ over, but it should be over for you. Waiting for customers to come to you with issues is a relic of the past and now that customer care has moved onto social channels and the world is knit together in a vast web of interactivity, brands can (and should) intercept problems before they occur. 

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How to Surprise and Delight the Social Consumer

By Seleah Gardiner
May 24, 2017 11:08:59 AM
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Customer expectations for service are higher than ever, and regulated industries don’t get a pass. Today’s consumers are accustomed to effortless interactions with modern services like Amazon and Uber and this simplicity is the bar that financial, insurance, and telecommunication companies are held to—regardless whether they are hampered by government regulations.

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4 Ways to Make Social Care Work in Highly Regulated Industries

By Harry Rollason
May 12, 2017 11:18:49 AM
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This article originally appeared on Inc.com on April 27, 2017. Read original article here. 

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How Conversocial Powers Customer Service Through Customer Connection

By Micah Solomon
May 4, 2017 4:20:43 PM
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Social media at its inception was the perfect tool for marketers: direct access to their target market, real-time data, and a powerful bullhorn for their messaging. Marketing drove the social vehicle. But today, with the behemoth that social has become (81% of Americans now use it), customer service teams have taken the reins of social.

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The Hidden Marketing Value of Social Care Tools

By Harry Rollason
May 2, 2017 4:26:31 PM
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This year is turning out to be an increasingly bad one for physical locations. In April, Amazon announced that it’s hiring 5,000 new customer support staff to work remotely, hot on the tail of companies like Xerox, Allergan, and Dell who have all launched similar programs. At the same time, The Wall Street Journal estimates that 8,600 retail store locations will close within the U.S. this year thanks to ecommerce.

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4 Tips for Managers of Remote Customer Service Teams

By Tamar Frumkin
Apr 28, 2017 12:18:00 PM
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Feels like only yesterday we were arranging our top 10 friends on MySpace, well not really. But thinking back over how Social has evolved over the last ten years is pretty mind boggling. Newer channels to the mix, such as  Snapchat, Whatsapp and Facebook Messenger have helped redefine the social space. 

What’s new about these channels of course is privacy. Whatsapp and Snapchat were created for direct communication. There is no newsfeed or timeline. Engagements feel more curated and personal, and shares are virtually untraceable. Studies show that 70% of all social shares are private. This shows private messaging channels are becoming more relevant to the average social media user, maybe more so than traditional social media avenues.

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How Private Channels are Changing Communication as we Know it

By Harry Rollason
Apr 20, 2017 7:47:00 AM
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Every day the world creates 250,000 libraries of congress-worth of data. Allow a moment to let that sink in.

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How Automation Scales Human Experiences on Social Channels

By Jaclyn Fu
Apr 18, 2017 11:16:13 AM
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What makes top cloud-based services like Gmail so attractive for businesses today? Sure, everyone is obsessed with "the cloud”, but I’m talking about what makes it attractive to the actual people who use it? 

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Don’t Let a Marketing Tool Crash Your Social Care Strategy

By Bryan Brennan
Apr 14, 2017 11:25:45 AM
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Who’s talking about you on Dark Social?

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Who's talking about you on Dark Social?

By Harry Rollason
Apr 11, 2017 10:47:00 AM
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We live in a new reality where cyber attacks, leaked emails and hacked databases plague even the most secure institutions. Organizations who don’t safeguard properly against these data breaches leave themselves open for a mountain of legal issues and most importantly they risk losing consumer confidence which can plummet stock prices and even company valuation (just ask Yahoo.)

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3 Reasons Conversocial’s Social Authentication Feature Will Change the Way You Serve on Social

By Tamar Frumkin
Apr 7, 2017 9:41:00 AM
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Social customer service has an 800-lb gorilla in the room that's finally ready to talk. 

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WhatsApp with the Future of Social Care?

By Tamar Frumkin
Mar 23, 2017 3:37:46 PM
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We’re excited to announce today the acquisition of HipMob, the web-based and in-app live chat platform expands our core social customer service offering into additional mobile and real-time digital channels that are already powering millions of conversations between brands and customers. The acquisition will enable integrated and effortless customer experiences across social, chat, and messaging channels, complementing our broader mission to help companies deliver service to their customers wherever they are.

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Conversocial Acquires HipMob Live Chat Platform

By Joshua March
Mar 21, 2017 9:01:45 AM
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When it comes to getting raises, budget, and buying new social customer care platforms, numbers speak for themselves. If you want to bring your customer service organization into the 21st century, you’ll have to justify it with a very strong case.

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3 Steps to Secure Executive Support for Social Care

By Jaclyn Fu
Mar 16, 2017 2:08:09 PM
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This article was originally posted on AdWeek. 

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7 Steps for Better Social Customer Service in 2017

By Kristin Shevis
Mar 15, 2017 2:45:53 PM
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Social media is not like email or phone service. Its public nature means a mistake can have enormous ramifications for your brand. At the same time, its rules and constraints (cultural and technical) make mistakes nearby and easy to make. Mistakes become easy—for example, sending a public message instead of a private DM… a mistake that even twitter’s CFO can make.

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Recruiting the Right Agents for Social Customer Care

By Tamar Frumkin
Mar 14, 2017 1:53:36 PM
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Today’s consumers spend almost a third of their waking time on their smartphones and for them, connectivity is not an option: it’s a necessity. While the average wireless customer in the U.S. consumes 1.8 GB of cellular data per month, Cisco Systems expects this traffic to increase eightfold by 2018.  That’s a whole lot of data flying through the air and for users who don’t have unlimited data plans, this can pose a potential problem: (queue the doomsday soundtrack) they may run out.

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Telecom’s Mobile Consumers Need an SMS Fallback

By Tim Dorris
Mar 10, 2017 10:41:35 AM
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We’re springing into March, which means everyone is looking forward to warmer weather, longer days and kissing our February friend Cupid goodbye. But just because Valentine’s Day is long gone doesn’t mean it’s too late to get engaged...with your customers. At Conversocial, we strive to help companies deliver service to their customers, wherever they are. That means providing an effortless, engaging experience that customers love, across their channels of choice, in-the-moment with personalization and full resolution.

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Putting Customer Engagement at the Heart of Conversocial

By Emily Lordahl
Mar 9, 2017 9:15:00 AM
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Very few crack teams of social care agents start out that way. No matter how effective your classical support agents are, it’s rare to have ones who are already well-adapted for social, which demands that they become both brand ambassadors and 140-character wordsmiths all at once. 

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How to Organize Your Social Care Team

By Chris DiMarco
Mar 6, 2017 1:55:34 PM
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Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them. ~ Kevin Stirtz, Strategy Manager (Practical Law) at Thomson Reuters

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How to Seamlessly Add New Social Channels for Customer Service

By Chris DiMarco
Feb 23, 2017 1:19:17 PM
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Customer expectations, and customer behavior, are changing faster than ever. Here are five customer trends that will have a powerful effect on most businesses now or in the very near future.

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Five Important Trends in Customer Service Expectations

By Micah Solomon
Feb 21, 2017 2:11:44 PM
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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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In 2016, after nearly a decade of expansion across highly public mediums,  we saw the rise of private messaging applications. After so much publicity, consumers, in their search for efficient and effortless resolutions, have resettled on the one-to-one communications that the industry began with. This has seen social platforms encroaching on the traditional contact center, with Twitter DM seen as a direct replacements for live chat and email. 

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6 Best Practices for Brands Using Twitter DM as a Service Channel

By Jaclyn Fu
Feb 2, 2017 4:49:00 PM
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Let’s talk about social media maturity: it’s not the ability to hold oneself back from posting viral videos or retweeting silly jokes. Rather, it is an index from which businesses can gauge how well they’ve adapted to and taken advantage of social  media to advance their company’s bottom line.

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What Social Media Maturity Is and Why It's Important for Business

By Ken Fischer
Jan 30, 2017 2:23:47 PM
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How should brands decide who to be on social? Ten years ago, this was a valid question, but no longer. Consumers are in the social driver’s seat - they’re calling the shots - and the only decision left for brands is whether to play along or get publicly roasted in absentia. And what do these free-wheeling consumers want? By a show of force, they’re seeking authentic brand personalities who stand for something. 

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How Top Brands Are Authentic Through Social

By Harry Rollason
Jan 26, 2017 4:57:49 PM
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While consumer adoption of social media and mobile messaging apps have unequivocally increased over the last few years, companies have yet to catch up to their customers. Many companies understand the importance of engaging in these social, mobile channels, but find it difficult to quantify and demonstrate its benefits in monetary terms.

We want to make it easier for companies to demonstrate the return on investment (ROI) of their social customer service efforts. If you’ve ever found yourself spending hours searching for statistics on the value of social customer care, look no further.

Download the ROI Study

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The Total Economic Impact of Conversocial for Social Customer Service

By Jaclyn Fu
Jan 25, 2017 7:30:00 AM
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Customer complaints on social media are finally floating back down to Earth where they belong. Rather than lobbing stratospheric public posts, consumers increasingly prefer help over private direct message

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Private Messaging For Service on Twitter vs. Facebook: Pros and Cons

By Harry Rollason
Jan 20, 2017 10:12:00 AM
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Maturity of social customer engagement and the value of an effort-free customer experience may have been the two main driving forces behind the evolution of customer expectations in 2016. Today’s customers want their voices heard and problems resolved, quickly and without having to jump through hoops. Then they want to carry on with their lives and cast that issue from their to-do bandwidth, freeing up precious time and energy. As 2017 rolls in, here are 7 vital statistics to keep in mind as you consider integrating a social care team or making innovative changes to your existing social engagement profile.

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The 7 Most Important Customer Service Stats for 2017

By Tamar Frumkin
Jan 18, 2017 3:53:38 PM
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Customer care has always been paramount to the perceived quality of service within the airline industry. But for airlines, being there for customers in real-time goes further than just response times. The traveller of today has higher expectations and a lower resistance to brand change, despite the air miles they may have accumulated. These travelers have been empowered, finding their voice over new social platforms both in public and private channels. The new competitive advantage for airlines is humanity in service at all customer touch points. Airlines that are attempting to capture, understand, and win the “always on” travelers of 2017 are first faced with the prospect of having to initiate a personalized experience.

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Social Care Best Practices from Michael Roy, Social Care Strategy Lead at Alaska Airlines

By Harry Rollason
Jan 17, 2017 3:15:05 PM
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Automation is on the rise. The World Economic Forum predicts that 5 million U.S. jobs will we be taken over by robots by 2020, and The White House estimates that 83% of jobs under $20/hour are at risk. Are robots coming for the customer service industry as well?

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Man vs Machine: Should Customer Support be 100% Automated?

By Emily Lordahl
Jan 13, 2017 3:37:31 PM
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Have you ever needed to get in touch with an airline after running late for a flight, losing your baggage or having a poor inflight service experience? Social media gives airlines not only the ability to answer and resolve urgent customer service inquiries, but the power to completely revamp the travel experience. Using its custom-built Tracker tool, Conversocial analyzed the key metrics of the top 20 airlines’ performance over Twitter. We measured:

Infographic

Infographic: Which Airlines Go the Extra Mile on the Customer Journey?

By Lia Winograd
Jan 12, 2017 1:32:59 PM
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Social media and customer service have really grown up together over the past decade. While customers are finally weaning themselves off nasty public spats and warming to directly messaging brands, brands have adopted the platforms where they prefer to communicate such as Twitter and Facebook Messenger. This is the good news. The bad news is that for most businesses, their customer service is still reactive rather than proactive and it’s costing them billions. 

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7 Ways to do Proactive Customer Service Without Being Intrusive

By Jaclyn Fu
Jan 6, 2017 3:52:18 PM
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The travel industry is experiencing many changes, mostly because of their rapidly changing customers. The empowered traveler demands more, through multiple channels. Many travel agents, hotels and airlines are adapting as well to serve these always-on social, mobile travelers.

(Read more about how your favorite airlines measure up to new customer expectations.)

Currently, 50% of hotel companies make it possible to book directly on their Facebook page with a widget or booking engine. The majority of these interactions are still with a human agent but bots are completing basic transactions and answering frequently asked questions. The more advanced, #SocialFirst brands have live agents available on Facebook and other social channels 24/7. They are making digital and social customer service work for them, not against them.

Let’s explore 3 ways that customer service helps the new empowered traveler:

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3 Ways Customer Service Helps the Empowered Traveler

By Tamar Frumkin
Jan 5, 2017 4:46:29 PM
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I was first introduced to CROWDs in May of last year when I met Conversocial’s VP of Product at a tech event in London. I’d been pitched quite a few ideas and products that day, but only one really caught my ear: peer-to-peer social support. I joined Conversocial as Product Manager for CROWDs just six weeks later.

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The Evolution and Future of CROWDs

By Kevin Forcet
Jan 4, 2017 4:38:00 PM
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In today’s highly saturated marketplace — where you can get just about anything you need or want from a selection of competitors — customer service is a major determining factor swaying customers in your direction instead of towards the competition. Your brand needs to set itself apart from the pack in some unique way, and a 5-star customer service experience is an incredibly effective method to win the hearts and loyalty of new and potential customers on both public and private levels.

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How to Make Sure Your Business Is Delivering 5-Star Customer Service

By Gloria Dumas
Jan 3, 2017 2:17:29 PM
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Brands have so much to gain from engaging with customers on social media: more cost effective customer service operations, access to valuable customers, and the opportunity to improve customer satisfaction and brand loyalty on an effortless channel.

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The Customer Service Paradox: Why You Should Want More Complaints on Social

By Lia Winograd
Dec 20, 2016 2:04:37 PM
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This post was originally published on November 29, 2016 on Gartner. Chris Pemberton is a regular contributor to "Smarter with Gartner" and a thought leader on Content Marketing. 

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Gartner: Marketers Take on Social Care

By Chris Pemberton
Dec 8, 2016 4:54:11 AM
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The days when the majority of compliments and complaints came from phone calls and web forms are ones for the history books. Social media is quickly becoming a breakout candidate for real-time customer service as mobile engagement continues to skyrocket. Here are 5 habits of your social, mobile customers you simply need to know

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5 Habits of Your Social, Mobile Customers

By Bryan Brennan
Dec 7, 2016 5:48:18 AM
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With 82% of Twitter users active on mobile, releasing our native Android Crowds app in November is an important milestone for the Crowds Community. Our beta version of the app launched in Google Play Store on the 9th of September. Check it out here.

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Crowds App To Leave Beta in Play Store in November

By Kevin Forcet
Dec 6, 2016 10:30:00 AM
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In A Cautionary Tale of Customers in the "Red Zone" Part 1, we discussed that customer service today means serving customers "in the red zone." Social media has been a saviour to serving consumers in-the-moment with their mobile phones in hand. Here in Part 2, the focus will be on the powerful combination that is the social, mobile consumer.

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A Cautionary Tale of Customers in the "Red Zone" Part 2

By Kristin Shevis
Dec 1, 2016 5:03:34 PM
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How customers came to feel entitled to a voice and a choice.

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A Cautionary Tale of Customers in the "Red Zone" Part 1

By Kristin Shevis
Nov 18, 2016 4:43:52 PM
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I’m a Brit. But I’ve lived in America for three years. This means I’ve been lucky enough to immerse myself in both cultures, benefiting from the best of both worlds (to my British friends not all Americans have perfect teeth and to my American friends not all Brits know the Queen!).

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Does Social Care Even Matter for Global Sports Brands?

By Harry Rollason
Nov 4, 2016 4:12:00 PM
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There are undeniable trends in the way customers relate to brands over Social:

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The 5 Types of Customer Personas You Will Find on Social

By Tamar Frumkin
Oct 28, 2016 3:42:33 PM
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Apple, Amazon, and Microsoft; all on the Fortune 500 list of most profitable companies in the US. Household names. But what do these companies have in common? The answer lies in the way they interact with their customers, putting an enormous emphasis on customer experience, and the results speak for themselves.

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What these Fortune 500 Companies are Doing for Their Customer Service Strategy

By Harry Rollason
Oct 19, 2016 2:05:10 PM
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All the Apple fiends out there are buzzing about the new features released in iOS10 last month. Like most, I’m opinionated about the changes for the few days post-download (still not sure how I feel about the bold typographic choices in Apple Music), but eventually I cannot remember my life of mobile operating systems past.

One feature release I’ve found quite interesting is the inclusion of more human, conversational and social interactions in iMessage that mirror some of the playful features in private messaging apps such as Messenger, SnapChat and WeChat.

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Brands with Friends: iMessage Social Behavior

By Emily Lordahl
Oct 14, 2016 1:15:21 PM
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Maintaining Culture, At Scale

August marked Conversocial’s sixth year anniversary. Over the last six years we’ve opened four global offices, hired over one hundred dedicated #SocialFirst employees, and grown our customer base to over 250 companies. I’ve always been really proud of the culture that we’ve created—we have an amazing team of extremely talented, hard-working people who are passionate about our vision, customers, and each other. It’s something that our customers and partners often bring up when they spend time with us. As we continue our growth trajectory, it’s important that we’re conscious about the culture we’re creating, and how to maintain our core values.

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How We Created Our Five Values

By Joshua March
Oct 12, 2016 2:26:10 PM
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The time came last month when my big toe started poking through the top of my Nike Flyknits signaling I needed some new running shoes, but the thing is, shopping is tough nowadays – do I choose Nike, Adidas, or Under Armour?  Do I purchase in-store or online? Can I find these cheaper on eBay or some knock-off website? The list goes on, and while I continued to ask myself these types of questions, I thought for a second “Wow, retailers must hate how I shop” and they should. I’m a Millennial, we now represent the largest market for retailers, and to earn our repeated business you’re going to have to pay for it.

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What Does a Good Relationship Cost With a Millennial? Are Retailers Willing to Pay?

By Thomas Miller
Oct 7, 2016 7:39:03 PM
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You’ll be glad to hear that I’m like any other social, mobile millennial out there. I curl into bed at night and before I drift into la la land, I bask in the glow of my smartphone and scroll through the depths of my social media feeds—a modern lullabye.

First it’s Twitter—what news did I miss that day? Who’s trying to slide into my DMs? Then it’s Instagram. What silly memes have my friends tagged me in? Whose filtered photo is giving me #FOMO? And finally, it’s Facebook. Which one of my high school “friends” is ranting about politics? Whose auntie just liked her post about her recent vacation? And then, it happens. Another. Engagement. Photo. I simply can’t. Goodnight.

Sound familiar?

I know it does. In the age of social, it’s certainly easy for customers to make themselves heard. But imagine if some of your favorite brands acted the same way your least favorite social “friends” did. Would you still be so loyal to said brand?

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What if your favorite brand was your least favorite social media friend?

By Emily Lordahl
Sep 28, 2016 1:26:10 PM
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Earlier this year we released the 4th edition of The Definitive Guide to Social, Mobile Customer Service. Proving to be our most popular yet, the marketing team at Conversocial have just launched the downloadable audiobook version that discusses real life examples from thought leaders, industry experts and corporate practitioners. We appreciate how scary the step into social can be and how overwhelming white papers often are, so the dialogue featured in this audiobook has been pulled together with you in mind - giving in-depth context to our definitive guide chapters. Click here to download your audio go-to-guide for social customer service.  

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Introducing the Definitive Guide to Social, Mobile Customer Service AudioBook

By Natasha Palmer
Sep 27, 2016 2:52:00 PM
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Jack Threads is one of those innovative brands that were "born in social". Their founders immediately understood the value of Social Customer Service and engaging with their customers on the channels they preferred - social and mobile channels. #SocialFirst status (learn more in our Social Maturity Index) is something that Conversocial’s solution helped them achieve.

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Webinar: Learn from JackThreads & Twitter How to "Grow Up" Your Social Customer Service

By Tamar Frumkin
Sep 23, 2016 5:21:55 PM
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Technology that connects people is only ever as good as the people it connects. Crowds is one of the best tools to tap into your community’s full potential, so you’ll need to find the right people to match the software. Here’s how you set up the right program to support your technology, empower your community, and meet all your targets.

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4 Easy Steps to Create An Effective Community Program with CROWDS

By Kevin Forcet
Sep 21, 2016 12:06:07 PM
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Messenger seems to be unstoppable. Not only have they passed the 1 billion user benchmark, but they are adapting at lightning speed to become the most convenient, service-friendly and useful social service channel possible. This week Facebook announced even more changes to Messenger that are relevant for brand/customer conversations.

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4 Must Have Messenger Updates for Better Customer Service

By Tamar Frumkin
Sep 20, 2016 2:21:00 PM
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The stats are loud and clear, and we’ve heard them over and over again: the cost for bad customer service is high. “78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience”, according to American Express. It also takes “12 positive experiences to make up for one unresolved negative experience”, says Ruby Newell-Legner. However, my experience flying an airline this past month made me seriously question these claims.

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Does Good Customer Service Matter For the Price Sensitive Customer?

By Lia Winograd
Sep 19, 2016 2:31:19 PM
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*This post was originally published on Social Media Today. See original article here

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6 Best Practices for Building a Considerate, Collision-Free Messenger Bot

By Anthony Thomas
Sep 14, 2016 2:42:06 PM
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Meeting the needs of customers whilst running a successful business can at times give rise to a number of challenges. These include expected response times, finding the right tone of voice to suit your client base, and adopting multi-channel strategies with unified conversation threading.

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The Challenges of Customer Service on Social Media and How to Overcome Them

By Tamar Frumkin
Sep 13, 2016 12:47:25 PM
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Pokemon GO is the fastest growing mobile app to date, surpassing Twitter in daily users (21 million) in its first week and overtaking Facebook with daily average engagement (33 minutes, 21 seconds) in its second week. With this in mind I went out into the field to see what the buzz around Pokemon GO was really all about and how players are getting support for issues that occur inside of the game.

With "self-service" becoming more popular amongst games, where do players turn for commonly asked questions, issues, etc.? How can a company truly handle the volumes of complaints on a game that is super popular? We asked the gamers themselves...

Read on for the transcript, or watch the video below. 

Read below for a transcript, or watch the video above. 

Spotlight

Spotlight: What Pokemon GO Can Teach Us About Crowdsourced Support

By Bryan Brennan
Aug 9, 2016 9:58:54 AM
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Audi UK has always embraced social as a service channel. Choosing to resolve customer issues in the channel of their customer's choice, Audi takes this one step further and proactively reaches out to customers who are experiencing problems but did not directly mention the brand.

But, how do Audi UK excel at proactive social customer service? And how do you build a social service strategy that excels? We sat down with Emma Page at Audi UK to hear her perspective.

Read on for the transcript, or watch the video below. 

Read below for a transcript, or watch the video above. 

Spotlight

Spotlight: How Audi Has Embraced Social As A Primary Care Channel

By Nathan Barker
Aug 1, 2016 5:25:52 AM
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What does the term “customer service” conjure up in your mind? Maybe calling up a 1-800 number to be met with an automated voice, robotically offering you a menu of problems you may have. So you dial 0. Again. And again. You can feel your blood pressure rise, and by the time you actually speak to someone, they tell you they are transferring you to someone else. Any normal human being would be frustrated and frazzled.

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The Importance of Customer Service: 3 Companies Who Changed Everything

By Tamar Frumkin
Jul 27, 2016 10:12:00 AM
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We can all agree that customer service has changed dramatically over the past few years. The same tried-and-true rules and strategies just don’t apply anymore. And we see that companies who don’t adapt quickly will get left behind. Who is changing the game? The customer, whose tactics, rules and beliefs are different than ever. Here is what you need to know about the new wave of customer empowerment:

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The New Wave of Customer Empowerment: What You Need to Know

By Harry Rollason
Jul 20, 2016 11:33:00 AM
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This week we sat down with Conversocial CEO Joshua March to learn how brands can use Google Play Store reviews as a powerful service channel.

Read below for a transcript, or watch the video above. 

Spotlight

Spotlight: Is the Google Play Store Your Next Service Channel?

By Mike Schneider
Jun 27, 2016 8:22:00 AM
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As we all know, we are living in a digital world. A defining characteristic of this digital transformation is the technology we are seeing everywhere, most obviously, in the social realm. Even if we are not immersed in the technology industry, we can’t ignore how social media has transformed our everyday social interactions, both between individuals as well as between consumers and brands.

In terms of social media for business, the field started off focusing on marketing. However, after realizing the potential in other areas such as customer service, client relations, etc--smart business owners have adapted to make social a priority across multiple departments.

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Social Media Risk Management: How to Evaluate your Liability before it's too Late

By Harry Rollason
Jun 21, 2016 10:36:00 AM
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In this week's Spotlight, Product Marketing Manager Jaclyn Fu discusses how marketing and customer service teams should work together on social.

Read below for a transcript, or watch the video above. 

Spotlight

Spotlight: How Marketing and Customer Service Teams Should Work Together on Social

By Mike Schneider
Jun 13, 2016 7:45:00 AM
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Regardless of what you may think, social media did not invent the concept of proactive customer service. In fact, it has existed for quite some time. In essence, proactive customer service is the concept of helping people with their problems far before they reach out to you with queries or complaints. This way, you are seen as being in tune with their needs, rather than just looking to put out fires.

Prior to the advent of social media, companies used proactive customer service in the form of FAQs, forums, informative videos and more. These methods worked wonders. In fact, according to Enkata, preemptive customer service increased retention rates between 3-5%. Furthermore, Incontact reports that 87% of customers don’t mind being contacted by customer service personnel prior to any issues ever coming into fruition.

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How to Deliver Proactive Customer Service for Today's Social Consumers

By Tamar Frumkin
Jun 10, 2016 10:14:00 AM
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This week we sat down with Mat Munro, Conversocial's VP of Product, to discuss how companies can extend the reach of their forums and communities by enabling their most dedicated customers to resolve their peers’ issues on social. 

Read below for a transcript, or watch the video above. 

Spotlight

Spotlight: Resolution Revolution—Peer to Peer Resolution on Social

By Mike Schneider
Jun 8, 2016 9:19:39 AM
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Messenger is an emerging digital channel for brand-consumer communication that represents the inevitable shift away from the boring traditional support offered by companies today. I don’t think it's necessary to tell you why it’s vital to embrace Messenger within your customer support stack; that’s been covered at length and supported with numerous outlets of research and analysis.

Instead, this is aimed towards the companies who understand the need to get started but just don’t know how to take that first step. Every business is different and face unique obstacles when incorporating a new customer contact channel. The phases below are a recommended starting point that can be customized based on your internal operations, challenges, agent resources, social media solution etc.

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Don't Get Left Behind: Four Simple Phases towards Adopting Messenger Customer Support

By Glenn Pacitti
Jun 6, 2016 9:34:00 AM
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Companies can utilize Conversocial’s new SMS integration to deliver human, convenient and in-the-moment service to mobile customers.

The mobile consumer is adopting more social networks and messaging apps than companies can keep up with. Customers have quickly embraced social as a channel of choice for communication, preferring its in-the-moment, human and convenient qualities. Customer expectations have once again increased, and now these qualities are expected to carry over from social to all interactions with the brand.

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Conversocial Launches SMS Chat to Enable Customer Service Across All Social, Mobile Channels

By Jaclyn Fu
Jun 1, 2016 8:00:00 AM
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This week we sat down with George Twizell, Director of Customer Success and Conversocial veteran (he's been with the company for just over five years!) 

Click below for a transcript, or watch the video above. 

Spotlight

Spotlight: Conversocial Customer Partnerships

By Mike Schneider
May 24, 2016 9:14:00 AM
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Conversocial continues to help brands deliver five-star service on the most convenient mobile customer channels at every point in the engagement journey.

Your customers are finding increasingly creative methods to request for help and express frustrations. Customers are no longer where they used to be, and are no longer who they used to be. To stay competitive and relevant, companies must evolve their service strategy to be listening and ready to engage at the most convenient channels for their customers.

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Turn your Google Play Store reviews into a powerful service channel with Conversocial’s latest integration

By Jaclyn Fu
May 18, 2016 3:00:00 PM
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We’ve all been there. Angry and fed-up, looking to speak to a customer service representative, only to be told by a voice recordingafter waiting for several minutesto select from more options. Which usually results in being put on hold once again, or redirected to email.

Whether you have called, emailed, ranted or raged–you’re not the only one. All you needed was a friendly voice from somebody who ‘cared’ and ‘understood’ your problem, that could of offered you a resolution in a matter of moments, afterall, surely as valued customers that’s the type of service you expect?

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Rage Against the Machine: Bring Humanity Back to Service

By Natasha Palmer
May 3, 2016 10:00:00 AM
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The following post is from Mick Saunders, the Digital Services Success Manager at First Utility, a UK electricity and gas supplier supplying thousands of homes across the UK.First Utility uses Conversocial to workflow their Facebook and Twitter channels as a brand. Mick has a background in working within the Contact Centre environment. Mick and his team have recently been polled as number 1 for Twitter customer service out of the whole UK utilities industry.

The customer is truly at the heart of our ethos. As a supplier of gas and electricity to hundreds of thousands of homes across the UK, we take absolute pride in delivering the best customer experience, not least on our social channels.

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First Utility outperforms industry and ranks number 1 at Twitter customer service in the UK

By Lauren Stewart
May 3, 2016 3:14:00 AM
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Following a report by Engagement Labs we are proud to announce that our customer, Alaska Airlines, has been ranked first place out of the top 10 US airlines for delivering customer service over Twitter, with a respectable second place on Instagramand fourth place on  Facebook.

With 150 planes forming its fleet, Alaska Airlines has always had innovation in its product DNA. Alaska Air was the first to develop satellite guidance, a navigation technique that has transformed landing at Alaska’s tricky airports. That innovation has found its way into their social customer service channels, with the release of a report by Engagement Labs showing that Alaska Air is leading the way with customer connections over social channels and demonstrating best practices for airlines.

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Alaska Airlines Ranks as #1 US Airline for Social Customer Service on Twitter

By Lauren Stewart
Apr 27, 2016 8:38:00 AM
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The new Conversocial Channel API enables the easy integration of other digital conversation sources into Conversocial.

Social is scaling.

Your customers are increasingly armed with mobile devices: they are talking to and about your brand as they are experiencing it, from all channels, at all times. The social, mobile customer has higher expectations of your brand, and the power of voice and choice.

Customers asked brands nearly 22 million questions on Facebook and Twitter in 2015. On Twitter alone, customer service conversations have grown 2.5x over the last two years.  Although Social has rapidly become a preferred service channel, for many companies it represents a small percentage of all the digital conversations in the contact center.

As Social grew in popularity, the other channels have lost a little humanity along the way. Long response times, automated replies, rigid scripts and high customer effort have driven customers to reject these experiences in favor of social. Recognizing the highly emotional, unfiltered and in-the-moment nature of social, this channel must be approached differently - with a bit more care, innovation and delight.

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No Channel Left Behind: Transform Traditional Digital Channels to #SocialFirst with Conversocial’s new Channel API

By Jaclyn Fu
Apr 4, 2016 8:30:00 AM
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How a business handles social complaints is a measure of its customer service success. As social customer care develops, the expectations of a RIGHT NOW response has become more of a demand, meaning customers are quick to hate, when they aren’t given a ‘in the moment’ resolution.

So how do you prevent them from kicking up a fuss? When do you make the switch from public to private? And more importantly why is it important to turn that frown upside down? In this webcast Jay Bear reveals insight into the best practices for making a bad complaint come good and decipher the keyboard warriors from the real customers. #hugyourhaters.

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[Live Webcast] Hug Your Haters: How to Embrace Complaints and Keep Your Customers

By Natasha Palmer
Feb 17, 2016 1:19:57 PM
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Travelex, the global foreign exchange company and Conversocial customer, operates in two very different industry verticals, with two very different approaches needed. One being travel, where in-the-moment social service is a must. The other finance, where staying within the remits of the law is paramount. One lends itself to fast response times, the other slower more scripted responses. The end goal remains the same however, a social first approach to serving the social customer.

But, how do you manage these two differing playing fields? And how do you build a social service strategy that excels? We sat down with Sabrina Rodriguez, Global Social Media Manager at Travelex to hear her perspective on their recent Supercard campaign.

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Customer Spotlight: How Travelex Serves their World Traveler Friends

By Harry Rollason
Feb 8, 2016 11:32:03 AM
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All travel is a service experience. In-the-moment customer care is rarely more urgent than when you’re stuck at the airport, driving a rental car, or staying in a hotel. And while review sites have a huge impact on the travel industry, reviews are generally given *after* an experience has finished. If you can’t help your customer as they live-Tweet “the worst train ride ever”, it’s too late.

By their nature, traditional service channels have never really satisfied the needs of traveling customers. Travelers don’t have time to wait two days for an email response. They can’t web-chat on a desktop computer when they’re on the road. And they certainly don’t have the patience to sit on hold as a robotic voice tells them how important their call is.

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Cutting the Cord: How Messenger Will Change the Travel Industry

By Joshua March
Feb 1, 2016 1:14:00 PM
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Analytics are a key part of any social operation, in fact they’re a key part of any customer service/marketing operation, period. If you’re not utilising the right analytics in the correct way, you’re falling short of your competitors. They’re not a nice to have, they are integral for tasks such as resourcing correctly, managing agent performance and even things like reporting/managing the success of a trial you may be running within your team.

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Improved Analytics - more metrics, more ROI

By Luke Duffy
Jan 6, 2016 6:38:12 AM
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We sat with Jess at GWR to get the lowdown on how a brand can implement Messenger into their social plan, what it can means for your consumers and how Conversocial can help to support getting Messenger live.

GWR is one of the UK's largest and most complex rail networks, carrying 1.5 million passengers every week on 9,000 services, and calling at 276 stations. GWR is the only UK rail company to operate High Speed Inter-city, commuter, regional and sleeper services

Implementing Messenger is crucial, especially now with the Christmas peak travel rush just around the corner. Here’s what Jess had to say.

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How GWR implemented Facebook Messenger into their Social Strategy

By Jess Smith - GWR
Dec 24, 2015 11:00:00 AM
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Tesco is a giant. Not only is it the biggest supermarket chain in the UK (with over 7,800 stores worldwide), it is also one of the biggest retailers in the world.  Being the third largest retailer by profits and the second largest by revenue makes Tesco’s operations mammoth.

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Jingle Bells, Tesco Rocks, Social’s Here to Stay - Tesco’s Social #CustServ #SocialFirst

By Luke Duffy
Dec 22, 2015 9:38:03 AM
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Liz O’Brien, Social Customer Service Lead at Pret A Manger, talks us through how Pret handled customer conversations on their busiest day of the year.

Some said it was the most anticipated day of the sandwich year, with over 13,000 people adding the date to their diaries. The return of Pret’s Christmas Lunch sandwich.

Now firstly, if you haven’t tried it then where have you been?

This year at Pret, we really wanted to amp up the excitement through our social channels, especially seeing as our customers have been tweeting about it since May! 

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The Return of Pret’s Christmas Sandwich

By Liz O'Brien
Dec 1, 2015 11:52:54 AM
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Today is officially Black Friday, the busiest shopping day of the year. Giving is a key part of the holiday season and an interesting new class of folks who give their expertise has arisen in the social sphere. Just recently, Google quietly introduced an innovative program called Help On Social, which leverages the knowledge of its Top Contributor program to provide support for Google consumers.

Essentially these Top Contributors are providing the first peer-to-peer support model on Twitter. Using #gHelp to identify questions related to Google products, consumers can now Tweet and their questions will be directed to the appropriate expert versed in Gmail, Chrome, Nexus, YouTube, etc. to provide an answer.

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Tis the Season for Help On Social

By Kristin Shevis
Nov 27, 2015 9:00:00 AM
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Instagram has recently passed the 400 million user threshold, so the launch of their strategic partnership program couldn’t be more timely. Instagram has quickly risen to become one of the top social channels for brand engagement. According to Forrester, Instagram’s engagement rate for brands is 4.21 percent (58 times more engagement per follower than Facebook, and 120 times more engagement per follower than Twitter). Top brands that are getting it right on Instagram receive an average of 216 comments, with 50 percent of comments being posted in the first six hours and 75 percent posted in the first 48 hours

Following in Facebook’s steps (Instagram’s adopted parent), Instagram recently introduced their select list of official partners, which we’re excited to be in. Instagram realize that community management and customer service are essential components of effective brand management on the platform. And this program distinguishes that our solution was built for scalable, conversational engagements with customers.

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Conversocial is Proud to be an Official Instagram Partner

By Joshua March
Nov 23, 2015 12:48:19 PM
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Historically, airlines have struggled to break even. The economic atmosphere improved this year, resulting in an inverse relationship for customer service. How sustainable is this growth? Can airlines afford to forget about the customer even for a second?

Large Numbers, Small Margin.  

When we think about airlines, we think big stuff. A $787 billion dollar industry, flying 3.3 billion passengers for thousands of miles across the globe, with more than 1,400 new aircraft, creating 57 million jobs.

But when we get to the bottom line, the average profit an airline makes on each passenger is a mere $8.27 dollars, equivalent to roughly a 4% operating margin. That means that when you spend $200 dollars on a plane ticket to visit your family over holiday break, your airline retains profits big enough to afford two Double Whoppers at McDonald’s. And that profit is at an all-times high. 

Compare this to other industries, like telecommunications and banking, where companies make margins of 11% and up to 15%, respectively. 

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Airlines, Are You Flying People, Or Planes?

By Lia Winograd
Nov 19, 2015 1:44:00 PM
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Winter Is Coming. And So Is Social Banking. Millennials are just about done being weaned off their parents’ bank accounts.  So what are they bringing to the bank? Social.

Today, we are already seeing forms of what is to come next for financial services: social banking. It started with at home banking in the 80’s that sparked the revolution of change. Customers were able to use a phone line to conduct banking services, without requiring them to leave their home. Just a decade later, the introduction of the web gave rise to online banking in the 90’s. This took at home banking one step further by providing customers with a more accessible platform to conduct banking services. Smartphones transformed that step into a leap by providing mobile banking in the 2000’s.

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Why financial services have to embrace the Social Customer

By Thomas Miller
Oct 27, 2015 9:14:00 AM
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Last week Conversocial and Tesco got together ahead of National Customer Service Week to run a #SocialFirst workshop, an idea born from James Gough, Social Media Operations Manager at Tesco. The premise is simple, to discuss what challenges and trends the industry are seeing, on the ground with the people who see them day in and out.

We are very lucky at Conversocial to work with some of the world's leading social brands and in them is housed some of the best industry knowledge and thought leadership. We jumped at the opportunity to learn from Tesco and pose a few questions to the industry. The 14 experts from across the Digital Customer Service Operation pose a lot more, but these are a few we have selected for you to ponder over;

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What #SocialFirst means to Tesco

By George Twizell
Oct 13, 2015 11:58:10 AM
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In September of this year Instagram hit the huge milestone of 400 million users, with more than 75 million of those users logging on daily. As we reach Instagram’s 5th birthday (October 6th) I’ve been thinking about my top 5 trends past and future, as well as what we’ve learned about ourselves and the platform. 

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5 Years of Instagram & Me

By Liz O'Brien
Oct 6, 2015 8:30:00 AM
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To companies with customer service departments:

I am your social, mobile customer.

I use Airbnb to stay at undiscovered places, hire Postmates to deliver crepes at midnight, save restaurants on Foursquare so I always have a place to recommend, use Classpass so I don’t have to commit to a single yoga studio, and evaluate a multitude of other review sites to decide how I should spend my time and money.

I take photos of your beautiful products on Instagram, Tweet about your terrible customer service, and share your half-yearly sales on Facebook.

I’m the Millennial consumer you’re trying to understand with thousands of dollars invested in sophisticated data tools and number-crunching analysts. I love buying things, but will only buy the best. It’s no longer what you tell me is the best, but what other people SHOW me is the best.

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An open letter to companies with customer service departments

By Jaclyn Fu
Oct 5, 2015 10:14:00 AM
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“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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Are you going to upgrade to the new iPhone 6S?

By Taylre Duarte
Sep 10, 2015 10:40:01 AM
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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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Conversocial Upgrades the Industry to a New Standard of Social Customer Service

By Paul Johns
Sep 9, 2015 8:30:00 AM
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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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The New Standard of Social Media for Retail

By Bryan Brennan
Sep 4, 2015 10:00:00 AM
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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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Plane OK: Airlines providing preferential service on Twitter

By Anthony Thomas
Sep 3, 2015 2:00:00 PM
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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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[Webcast] The Social Resolution: What being Social First really means

By Harry Rollason
Sep 3, 2015 9:22:33 AM
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Hyatt among the winners of Skifties 2015 Social Media Awards for Travel Brands!

By Harry Rollason
Sep 2, 2015 10:00:00 AM
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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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Going from Good to Great!

By George Twizell
Aug 24, 2015 5:17:00 AM
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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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Back to School Basics

By Bryan Brennan
Aug 13, 2015 9:32:00 AM
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Successfully measuring the performance of your social customer service team still presents a number of unique challenges for companies. During this bite-sized 20-minute webcast we will share best practices for analyzing the performance of your agents, understanding where they are excelling and where they are struggling.

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[Webcast] Putting social care performance under the microscope

By Harry Rollason
Jul 20, 2015 9:55:00 AM
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Your social customer service agents are the public face of your brand, more so than in any other area of your customer service operation, because much of what they write is not only visible to the customer it is intended for, but to all of your customers. As such it is critical that you are able to properly measure the performance of your social agents, not only to ensure you are able to offer them the appropriate training and support but also to ensure you are able to properly resource your operation with the right number of agents at the right times.

In my role at Conversocial I’ve spent a lot of time talking to people about the many things you can measure your social agents on, below are the metrics that I think the best service organisations should be looking to measure and improve upon.

For many of these metrics you will want to take measurements over a reasonable period of time and develop upper and lower thresholds that you want your agents to fall within.

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How do you measure a social team?

By Chris Venus
Jul 8, 2015 5:12:00 AM
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As one of the first social customer service platforms to integrate with Instagram, we’ve seen many of our clients adopt #socialfirst practices for resolving incoming conversations on this fast growing channel. Instagram surpassed Twitter last year with 300 million active users to Twitter’s 284 million, and an impressive 49% of users utilizing it daily against Twitter’s 36%, validating it as an important social network on which brands need to have a presence. Once again, we are excited to introduce new features to help companies set the standard for serving their social customers.

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Introducing new capabilities to proactively engage on Instagram

By Jaclyn Fu
Jul 1, 2015 8:00:00 AM
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In the age of the empowered customer, maintaining brand loyalty is getting harder. Therefore ensuring your company is truly trusted is business critical. Good social customer service allows for you to build trust.

But what does good like? And how can your company build trust through your social customer service strategy?

In this report we analyze our findings to determine not only corporate uptake, but what you actually need to do to be trusted over social media in today’s consumer driven world.

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Introducing the 2015 Social Customer Service Trust Index

By Harry Rollason
Jun 30, 2015 9:32:00 AM
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You know that piece of ripped, brown material that slightly resembles a bear - the one which your Mum gets out every time she meets one of your friends? Well once upon a time that was your favourite thing in the world. You'd never leave a room without it, let alone the house. Washing it was a big no-no as the smell comforted you, it made you feel safe. Nobody could ever understand how much you loved your little bear and nobody ever would. It was all you cared about in the first few years of your life. 

So imagine if one day you were lying in your cot and it wasn't there. Without the ability to talk or communicate concisely, how would you ask Mum where it is? You start to panic and furiously start rummaging around your cot. Maybe it'll be on the floor you think, you cry and wait for Mum to find it for you. "I'm sorry little one, baby lamb had to be thrown away. It was just too ripped and tatty to be kept any longer" - you don't need to understand every word - you just know your best friend is gone.

That's exactly what happened with one of our customers a few months back and immediately, the social customer care team's heart strings were understandably tugged. The Mum felt guilty as her baby just couldn't rest - he wanted his baby lamb back no matter what. So the team intervened. We got the details of the comforter - it was a product in our Chad Valley range. Perfect we thought, an own brand product shouldn't be too difficu