Conversocial Blog

 

The Impact of Social on Today’s Traditional Contact Center

March 26, 2015 12:39 PM by Joshua March

Even 30 seconds is too long for today’s in-the-moment, always-engaged customer to wait, spelling trouble for the future of customer service through traditional channels like email and phone. The world is in the middle of the biggest shift in personal computing; the transition from desktop computers to smartphones and tablets requires an entirely new, mobile-first approach to customer service. Furthermore, that approach must be asynchronous, allowing the consumer to engage, disconnect, and pick up where they left off on their own terms.

pablo3There are three major shifts in how people are communicating with each other and with companies, all outside of the traditional call center model.

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Canadian Broadcasting Corporation up for a Shorty!

March 23, 2015 04:19 PM by Harry Rollason

We are happy to announce that the Canadian Broadcasting Corporation (CBC), a Conversocial client and Customer Advisory Board member, has been shortlisted for a much sought-after Shorty Award. CBC are up for the Best Customer Serviceaward, looking to gain recognition for their much acclaimed #NOTWEETLEFTBEHIND social customer service strategy.

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The Shorty Award, Best Customer Service Categorylooks to honor companies that are using customer-focused social media platforms such as Twitter, Facebook, Quora, GetSatisfaction, etc to provide information and assistance to their customers. The winners of the 7th Annual Shorty Awards will be announced via Snapchat on March 23rd, and the trophies will be presented next month at an exclusive ceremony on April 20th at Times Center, New York. Customer service is one of the best forms of marketing, and social media provides one of the easiest ways for companies to directly interact with their customers. This award is will recognize those companies leading the way with a Social First approach to customer service.

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What March Madness can teach us about Customer Experience

March 17, 2015 09:46 AM by Kristin Shevis

March Madness is officially underway. Notably, one of the most popular sporting events of the year, fans rally passionately and loyally for their favorite teams. This year happens to be a BIG college reunion year for me (yikes!), so perhaps I am particularly interested in following my alma mater, Villanova, during the tournament even more than other years. It has become customary now with major events, viewers and fans will engage heavily over social media to demonstrate their loyalty to their teams live during the games.

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This loyalty is very similar to how the best customers feel about their favorite products and brands, which leads me to wonder, Are companies leveraging their loyal fans enough? It seems there is a huge opportunity in a few important ways:

  • Amplify the brand/messaging
  • Referral sales
  • Peer-to-peer support
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Infographic: The State of Social Customer Service

March 13, 2015 08:33 AM by Harry Rollason

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From our analysis it is clear that 2014 was the year that social customer service grew up. The increases in the number of customers using social media as their primary customer service channel was matched by company uptake, with many implementing more established and integrated social customer service strategies.

With 55% of respondents saying that the C-suite now values social customer service, it is clear that companies are waking up to its company wide impact. And with 43% of companies saying their customers now expect seamless issue resolution whatever the channel, room for error is minimal. All this means is that companies must now make social a core customer service offering that is efficient and scalable.

So with this in mind, here are my five top tips for what companies need to change to really adopt a Social First approach to customer service;

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Social Customer Service Webinar ft BBVA Compass, Comcast and Amica Insurance

March 11, 2015 11:16 AM by Harry Rollason

Social media has overturned the traditional business-customer relationship and as customers gain more power, their expectations for good service will keep on rising. It is unsurprising therefore that 65% of CMOs are looking to get rid of broad target audiences and deal with customers’ as individuals.

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With this in mind, we have teamed up with Useful Social Media to present a 45 minute best practice webinar alongside BBVA Compass, Comcast and Amica Insurnace.

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CMOs: It's Time to Hand over Inbound Social Media

March 03, 2015 10:00 AM by Joshua March

My personal journey in helping companies manage social media started squarely in marketing. I founded iPlatform in 2008, which became one of the world’s first Preferred Developers for Facebook. We had great success building innovative Facebook applications for major brands like Swatch, The Economist, McDonalds and many more. At the time, these applications were one of the most powerful ways for a company to drive huge engagement with an excited and interested user base, with strong viral potential and network effects (iPlatform was acquired in 2012, after which I devoted all of my energy to Conversocial).

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Since that time, the world of social media has changed a lot. Social advertising is still extremely powerful (using highly targeted adverts and easily sharable content). But social applications are largely dead, and even organic (non-paid) reach for branded content is now pretty much non-existent, especially on Facebook. On the flip side, social has continued its rapid growth trajectory to become the most important channel for communication between people. It’s the global pulse, where news and information spread like wildfire. And it’s how consumers are able to rapidly reach out to any company they have a question or issue with, on their smartphone, without having to search for an email address or wait on hold, and get a fast response and resolution. This has only increased as a significant portion of communication has shifted to smartphones and tablets; a trend that is continuing to explode with the advent of mobile messaging — which will eventually replace email and SMS.
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3 Characteristics of Digitally Mature Companies

February 26, 2015 11:09 AM by Julian Johns

Digitally mature companies win more customers. Not because winning customers is their focus, but because they operate in a manner that is attractive to the customer. For me, there are three easy steps to becoming a digitally mature company:

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  1. Use digital technologies to transform your customer experience. Ian Cox of the business leader summed this up when he said “An organisation is considered to be digitally mature if it uses sophisticated tools to drive performance and demonstrates an on-going commitment to technology, technology-led initiatives and digitally managed processes.”(LinkedIn Blog: Digital maturity starts at the top)
  2. Digitally mature companies must quickly exploit the value of unstructured data, specifically new data that comes from Social Media, as the Gartner CIO Agenda 2015 confirmed
  3. Lastly, focus monomaniacally on improving Service Levels, based on the insights from Social Media data.

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THE INDUSTRIAL RESOLUTION - Introducing Conversocial CROWDS

February 18, 2015 05:00 AM by Joshua March

Businesses are constantly developing more innovative and meaningful ways to connect with their customers. Establishing these lasting connections is now increasingly essential and difficult, as companies work to rebuild intimacy and loyalty in a time where consumers are more digital, more distant and more discerning.

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While customers trust brands less, they’re trusting their peers more. Forums and message boards have established a public meeting place where customers can expect to find honest and objective information about a company’s products and services. With the adoption of social, this expectation made its way out of the forums and onto Twitter.

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How building more personal and sociable customer relationships is critical for your success

February 11, 2015 10:00 AM by Harry Rollason

preparingTraditional customer service is broken. It's impersonal and robotic, creating a frustrated customer, left alienated by long wait times and dropped calls. The answer: Build a social customer service culture that has a personality - reinforcing your brand. To do this, you must overcome operational and cultural challenges, by building a #SocialFirst strategy.

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Social media contact centers: What new teams, training and processes will be needed?

February 10, 2015 08:00 AM by Paul Johns

Social media is rapidly maturing and 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, and is still seeing swift adoption as most customers move to 'social first' forms of communication with the contact center. The immediacy of social media has many customers asking themselves, 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 company. 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.

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