The following is an excerpt of a chapter from my new book, Message Me, coming out soon. To sign up for updates, click here.
Customers are never evaluating you more thoroughly than when they reach out for support. They're in their most upset state and are actively looking to find more that’s wrong with your product or service. It is in these critical moments that your agen...
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.
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.
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.
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.
Among the huge news that Twitter CEO Dick Costolo is stepping down, Twitter also made another announcement: that, coming July, there will no longer be any character restrictions on Direct Messages. Although not as interesting for the general business press, this is actually pretty momentous for brands who use Twitter to solve customer service issues.
Twitter's 140 character limit is often heralded as fundamental to their success. It makes a huge amount of sense to constrain how much people can write in public messages, keeping Tweets snappy and your Twitter feed readable.
There can be little doubt that social channels have emerged as critical points of connection for customer activity. A diverse set of channels, from Twitter and Facebook to Instagram and many more, are all growing rapidly, overtaking email, and in some cases other legacy communications channels.
There is however a lot of noise on social—arguably more than ever—and so the challenge becomes one of understanding and prioritizing conversations, routing them to the right brand advocate or agent, and providing the controls and analytics you have come to expect from more traditional service channels. Social has not just grown, it has grown up. It is now a mature, legitimate service channel with real customer issues being resolved.
As all markets mature, there is a natural consolidation and re-shaping of suppliers. New partnerships are forged and acquisitions are made.