Social customer service has an 800-lb gorilla in the room that's finally ready to talk.
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.
When it comes to getting raises, budget, and buying new social customer care platforms, numbers speak for themselves. If you want to bring your customer service organization into the 21st century, you’ll have to justify it with a very strong case.
Social media is not like email or phone service. Its public nature means a mistake can have enormous ramifications for your brand. At the same time, its rules and constraints (cultural and technical) make mistakes nearby and easy to make. Mistakes become easy—for example, sending a public message instead of a private DM… a mistake that even twitter’s CFO can make.
Today’s consumers spend almost a third of their waking time on their smartphones and for them, connectivity is not an option: it’s a necessity. While the average wireless customer in the U.S. consumes 1.8 GB of cellular data per month, Cisco Systems expects this traffic to increase eightfold by 2018. That’s a whole lot of data flying through the air and for users who don’t have unlimited data plans, this can pose a potential problem: (queue the doomsday soundtrack) they may run out.
We’re springing into March, which means everyone is looking forward to warmer weather, longer days and kissing our February friend Cupid goodbye. But just because Valentine’s Day is long gone doesn’t mean it’s too late to get engaged...with your customers. At Conversocial, we strive to help companies deliver service to their customers, wherever they are. That means providing an effortless, engaging experience that customers love, across their channels of choice, in-the-moment with personalization and full resolution.
Very few crack teams of social care agents start out that way. No matter how effective your classical support agents are, it’s rare to have ones who are already well-adapted for social, which demands that they become both brand ambassadors and 140-character wordsmiths all at once.
Can you hear me now?
Mobile customers are making themselves heard in a big way. They’re demanding the same ease, simplicity, and speed of support resolution that they’re used to in ecommerce everywhere, and for major wireless carriers, this is a tall order.