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Anthony Thomas

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Anthony Thomas

Anthony is a Product Manager at Conversocial where he works on evolving Conversocial's workflow. British born, he is now based in New York.

*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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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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Last week, Instagram announced plans to open up their advertising platform to all brands, after a successful limited trial provided outstanding results.

With Instagram ad recall rates 2.9x above usual rates for online advertising and engagement rates on promoted photos up to 400% higher than that of organic posts, marketers are likely to adopt Instagram with little hesitation.

As a platform, Instagram overtook Twitter in terms of active users last year, boasting 300 million active users to Twitter’s 284 million, which translates into 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.

Despite customer service lessons learned on longer established networks, such as Facebook and Twitter, many brands are ignoring customers on Instagram.

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Customers consistently ignored by brands on Instagram

By Anthony Thomas
Jun 10, 2015 8:36:00 AM
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To guarantee actionable insight, workflow efficiencies, and a positive agent experience, you need a platform that ensures that only relevant interactions from the same customer are grouped together – separating a customer’s conversational engagement with your brand’s marketing from an ongoing service issue.

Conversocial employs this threaded approach to aggregate only relevant interactions, in addition to its inbox workflow, prioritization, and automation, to ensure that agents are able to identify and action service issues seamlessly.

Below are three main advantages of Conversocial's unique Conversations workflow.

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3 reasons why you need threaded conversations for Social Customer Service

By Anthony Thomas
Sep 24, 2014 9:19:00 AM
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