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Why choosing a Facebook and Twitter approved partner matters

August 28, 2014 12:49 PM by Mike Schneider

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You’ve probably heard the terms Twitter Certified Partner and Facebook Preferred Marketing Developer (PMD) before, but what are the real advantages of working with one of them?

Facebook defines the Preferred Marketing Developer (PMD) program as “a community of best-in-class developers focused on making social marketing easier and more effective”.

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According to Twitter’s overview page for the certification, “There are numerous benefits of being a Twitter Certified product partner, including access to Twitter partner engineers, guidance on taking full advantage of Twitter's APIs and data offerings, and exclusive invitations to select beta programs and other Twitter events and activities.”

But what does this really mean for you and your company? The distinction is much more than just a colorful badge. Partner solutions are chosen after an exacting selection process, with their understanding of social media vetted by the companies behind the platforms themselves. It might sound bold, but any business that is looking for enterprise class software should not even consider evaluating a software without these credentials.

Being Facebook Preferred and a Twitter Partner means that Conversocial is a trusted partner of both, aligned on areas like data security, software reliability, and best practices in all of our materials. This is especially important given that Facebook and Twitter change on a daily basis. Working closely with them, we are able to build a reliable enterprise platform that is in-line with their roadmaps, as well as their terms and conditions. Most importantly, the partnerships ensure that Conversocial does not break when Facebook or Twitter introduces changes to the platforms. In other words, this removes the risk of being shut out of APIs (a legitimate possibility for non-certified vendors)

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Successfully Measuring Social Customer Service Performance

August 27, 2014 08:34 AM by Alex Harvey

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If social customer service operations are to improve, managers must be able to resource social media as efficiently as possible and demonstrate value alongside other service channels such as phone and email–all while delivering a great customer experience.

Despite this, research from Forrester Consulting commissioned by Conversocial shows that 20% of companies do not measure the success of their social customer service operation at all.

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What have five years of Social Customer Service taught us?

August 25, 2014 12:05 PM by Harry Rollason

Five years ago, only a small number of highly innovative brands practiced social customer service. Fast forward to today and the landscape is completely different with 70% of companies trying out social customer service in some form. Even more importantly, customers have come to expect that the companies they interact with––from their supermarket to their bank––offer speedy resolution over social networks like Facebook, Twitter and Instagram. We’re now at the stage where social customer service has become an established part of doing business.

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With this in mind Conversocial CEO and Founder Joshua March recently contributed to a report entitled “Five Years of Social Customer Care: The Pig Puts on Some Lipstick and the Fish Come Out to Play!”. Produced by Guy Stephens, the report featured contributions from social customer service trailblazers such as Frank EliasonNatalie Petouhoff and Martin Hill-Wilson among others.

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Conversocial Introduces PLAY: Smart Workflows for Social Customer Service

August 12, 2014 12:13 PM by Joshua March

Since Conversocial launched four years ago, we’ve seen a fundamental shift in how customers communicate with brands, and in response, a change in how companies need to be delivering customer service. Today, our biggest clients have dozens - sometimes hundreds - of social agents, with even the smallest teams having multiple people working around the clock to deliver faster and better customer service over social media.

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The Two Types of Social Media Engagement

August 04, 2014 08:18 AM by Mike Schneider

The terms “customer engagement” and “social media engagement” have been hackneyed by software vendors, thought-leaders and consultants over the past five years to the degree that it’s become confusing for those evaluating software to understand who provides what.

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Once defined by most as simply likes, retweets and shares, the meaning of social media engagement has split into two directions: outbound, marketing social media engagement and inbound, social customer service engagement.

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Personalising Your Brand Through Social Customer Care - Book Your Workshop Place Now!

August 01, 2014 08:55 AM by David Barber

We all know that social customer care is public. Most brands now have open Facebook, Google+, YouTube pages and Twitter accounts which allow their customers a view on their social customer care technique. With the ever-more critical and tech-savvy customer, brands have to be aware of how their social customer care plays out not just to the individual, but to the masses.
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At Conversocial, we aim to help brands through the murky waters of social customer care. By adopting a personable and human approach to social customer service and discarding complete automation and canned responses, brands are effectively resolving issues through social media and leaving a satisfied customer.
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How Luxury Retailers should Manage Customer Service over Social Media

July 30, 2014 09:11 AM by Theresa Semackor

The retail industry benefits from having an engaged and socially savvy customer base—one that actively engages with companies over social platforms. However all too often these consumers are met with deafening silence. This is even more common within the luxury retail market, where engaging with your customers can often be seen to have a detrimental effect on the exclusivity and mystique that surrounds a brand. The proliferation of online commerce is one major cause of this, in which the distance between luxury items and shoppers has narrowed.  

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Conversocial Announces Instagram Integration

July 29, 2014 11:28 AM by Leslie McArdle

Today Conversocial announced Instagram as the latest social channel to be integrated into its platform. The integration demonstrates the importance for brands to not only engage with consumers over the platform through sharing content, but also respond to any comments or questions posted by consumers.

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Conversocial CEO Discusses Social Customer Service on Fox Business

July 25, 2014 09:11 AM by Harry Rollason

Yesterday, Conversocial CEO and Founder Joshua March once again appeared on Fox Business, this time to discuss the social customer service and its impact.

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March asserted that social customer service is only becoming ever more business critical, with social media responsible for 10% of customer service issues alone for some of Conversocial's major clients. Joshua also went into further detail on company uptake of social customer service, stating;

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Best Practice Webinar: Personalize your brand with effective social customer service

July 24, 2014 09:49 AM by Harry Rollason

A successful brand on social media is one that is authentic, judges each situation on its own merit and responds with empathy and genuine interest in the customer’s issue.

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However in practice, it can be hard to disassociate social customer care from traditional marketing messages. And with social media becoming an ever more frequently used customer service channel it is imperative to distinguish between marketing and service messages. Bland one-way communication no longer cuts it.

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