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Conversocial Blog

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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. 

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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. 

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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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