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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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