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How to manage your social customer service operation this Christmas

December 18, 2014 10:22 AM by George Twizell

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As we hear time and again, predicting volumes of content over Christmas is never an exact science. However the one thing we do know is that they will be bigger than normal. With this in mind, I have put a few key pointers down to ensure you are outperforming the rest:

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Does good social customer service really add to customer loyalty?

December 05, 2014 07:33 AM by Reetu McCallum

There are four elements that customers look for when interacting with a brand: choice, value, convenience and a positive experience. For me (and I'm sure I am not alone), the experience is the most important. Why? Because people lead busy lives, on the move. In a world of rapid-fire interactions, a quality experience sticks out more than ever.

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The Future of Social Media Customer Service Agents

December 03, 2014 10:01 AM by Joshua March

Over the past few years, social media has emerged as a major new customer support channel — one controlled by the customer, not your company. For some major brands, social media now makes up 10% of all inbound volume (e.g. Hertz —watch their case study here), and is still growing rapidly. I have pages of @mentions and DMs with multiple airlines, Uber, Seamless, FlyCleaners — almost every service I use (I’m a demanding customer). Why would I sit on hold, or email and risk waiting days for a response, when I can just Tweet from my iPhone and get a fast response, sometimes within minutes?

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Social media is not like email or chat; its public nature means that a mistake can have huge ramifications for your brand. At the same time, its rules and constraints can make mistakes very easy. If an agent is switching between private, traditional channels and public, social channels, they will slow down as they have to constantly re-think workflows and processes. 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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Social Customer Service Lessons from The Social Media for Customer Service Summit

November 20, 2014 09:53 AM by Harry Rollason

At the start of the month, Conversocial sponsored and presented at Useful Social Media’s Social Media for Customer Service Summit. Having sponsored the conference since its inception, we came with high hopes for quality discussions with many of the industry's top experts and practitioners. We were not disappointed.

So with the sun set once more on the summit, what did we learn from the stellar line-up of corporate speakers? What should you take away and apply to your own social customer service strategy?

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Conversocial appointed by Dixons Carphone's 'Knowhow' team for Social Customer Service Solution

November 18, 2014 11:14 AM by Alex Harvey

NEW YORK and LONDON, Nov. 18, 2014 – Dixons Carphone plc, Europe’s leading specialist electrical and telecommunications retailer and Services Company, has chosen to enhance its customer service operation over social media in partnership with Conversocial.

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Conversocial, a leading provider of cloud-based social customer service solutions, will enable the Knowhow customer service team to prioritize service related enquiries on social media, while also making use of functions like rules-based message routing and real time analytics.   

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Infographic: Is your social customer service operation ready for the holiday season?

November 13, 2014 10:00 AM by Harry Rollason

The holiday season is the most important time of year for most retailers. Unsurprisingly, this is also the time of year when the most strain is put on their customer service teams. Your customers have higher expectations than ever for the quality and speed of resolution they receive from companies over social media—and there is little room for error.

To get a better understanding of customer expectations this holiday shopping season, we asked over 500 US consumers about the impact of social customer service has on their purchasing behavior.

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So, how should companies scale their customer service offering? Here are my top five tips for dealing with the increase in volume this holiday season:

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Is Your Airline Anti-Social?

November 08, 2014 07:14 AM by Paul Johns

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Like most of us, I have spent much of my career traveling for client events, customer meetings and conferences. As a frequent flyer, I have shamelessly chased status and meticulously managed loyalty points to try and fly in comfort. I maintain a personal best for disassembling myself for TSA screening, whisking through most airports on my own kind of auto-pilot. I spend way too much time on tarmac and so let's be honest we all want to turn left at the door and have someone bring us something bubbly before takeoff.

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Five Top Tips for Social Customer Service Over Facebook

November 06, 2014 12:38 PM by Liz O'Brien

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When companies engage and respond to customer service requests over social media, those customers end up spending 20 to 40 per cent more with that brand (Source: Bain& Company).

Failure to respond via social channels can lead to up to a 15 per cent increase in churn rate for existing customers (Source: Gartner).

Facebook has changed from what was primarily seen as just a marketing opportunity - designed to ‘humanize the brand’- to having great importance as a platform for effective customer service. Although often grouped into the same social media service channel category as Twitter, Google+, Youtube and Instagram, Facebook retains unique characteristics which companies must take into account if they hope to maintain a high quality level of service.

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Customer Wins and Global Expansion Fuel Conversocial Growth In 2014

November 04, 2014 09:01 AM by Harry Rollason

More than 200 enterprises are now using Conversocial to engage with customers and revolutionize the customer contact center.

NEW YORK and LONDON, Nov. 4, 2014 – Conversocial, a leading provider of cloud-based social customer service solutions, today announced substantial corporate milestones as more global corporations embrace social customer service in the contact center. Over the past 12 months, Conversocial expanded its global office presence and recorded significant new client wins across the UK, Europe and North America. The company continues to expand its global executive team and innovate as firms worldwide look for enterprise customer service applications, designed social first, to revolutionize customer engagement on a large scale.

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Social customer service is rapidly maturing as customers search for a more thoughtful way to engage with corporations and improve the quality of interaction and resolution over traditional communications methods such as email and phone. According to OnePollResearch, 65% of consumers believe social media is a better way to communicate than through a phone call with a customer service representative. Global firms have recognized how social media channels have revolutionized the relationship with the customer and are transforming their contact centers to ensure social media communications receive the same respect, rigor and robustness as traditional channels.

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Top five takeaways from the Definitive Guide to Social Customer Service

October 30, 2014 09:31 AM by Harry Rollason

Trust me, as anyone who works in content marketing will testify, when you spend a lot of time writing a piece the last thing you want to do is revisit it. However, last night that is exactly what I decided to do.

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Here are my five top takeaways from our recently published Definitive Guide to Social Customer Service—where I try to look a little more deeply at the underlying themes:

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