Conversocial Blog

 

Customer Spotlight: How Travelex Serves their World Traveler Friends

February 8, 2016 11:32 AM by Lauren Stewart

Travelex, the global foreign exchange company and Conversocial customer, operates in two very different industry verticals, with two very different approaches needed. One being travel, where in-the-moment social service is a must. The other finance, where staying within the remits of the law is paramount. One lends itself to fast response times, the other slower more scripted responses. The end goal remains the same however, a social first approach to serving the social customer.

But, how do you manage these two differing playing fields? And how do you build a social service strategy that excels? We sat down with Sabrina Rodriguez, Global Social Media Manager at Travelex to hear her perspective on their recent Supercard campaign.

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Humanity @ Scale: Conversocial Company Kick Off 2016

February 5, 2016 09:14 AM by Harry Rollason

Amsterdam_Blog.jpgLast week, Conversocial’s global team, stretching across four continents, descended on Amsterdam for our annual Company Kick Off. The theme of this year’s company conference was Humanity @ Scale, with the focus on learning from each other while aligning globally and preparing for the year ahead (as well as having some fun at the same time).

But what does Humanity @ Scale mean for Conversocial and our clients? And what did I take away from the two days? Here are a few of my key takeaways….

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Cutting the Cord: How Messenger Will Change the Travel Industry

February 1, 2016 01:14 PM by Joshua March

JM_LinkedIn_2.jpgAll travel is a service experience. In-the-moment customer care is rarely more urgent than when you’re stuck at the airport, driving a rental car, or staying in a hotel. And while review sites have a huge impact on the travel industry, reviews are generally given *after* an experience has finished. If you can’t help your customer as they live-Tweet “the worst train ride ever”, it’s too late.

By their nature, traditional service channels have never really satisfied the needs of traveling customers. Travelers don’t have time to wait two days for an email response. They can’t web-chat on a desktop computer when they’re on the road. And they certainly don’t have the patience to sit on hold as a robotic voice tells them how important their call is.

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Serving the Social Traveler: Social Customer Service Strategies for the Travel Industry

January 19, 2016 10:28 AM by Harry Rollason

The travel industry is one that has been at the forefront of adopting social customer service. The social traveler is inherently pressed for time, and time sensitive deadlines are critical to the overall customer experience. It’s not surprising that many travelers turn to social for speedy, minimal effort customer service when things start to go wrong.

Screen_Shot_2016-01-08_at_12.56.56_PM.pngSo, how best can you serve the social traveler? And, what does good look like for the travel industry? 

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5 ‘Socializing’ Tips For Your 2016 Social Listening Strategy

January 12, 2016 10:17 AM by Thomas Miller

iStock_000073487339_Large.jpgFlashback 4 months ago to the first day of my professional career doing enterprise sales. It was 8:48 a.m. and I had just met my team lead in the elevator. He told me “Be a sponge for the next three months.” My first thought was, what the eff does that mean? Secondly, 3 months is a really long time.

Flashforward 4 months, and truthfully, I could not have received a better piece of advice that day. I became a sponge and I absorbed everything I could, from everyone and everywhere I could. Everything was a learning experience, but more importantly, a chance to grow.

Like my first work conference. You could say that day was like a crash course in Socializing 101. Here are my ‘lecture’ notes from the day, and how they apply to the broader scale of socializing on social media.  

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Improved Analytics - more metrics, more ROI

January 6, 2016 06:38 AM by Luke Duffy

iStock_000068869835_XXXLarge.jpgAnalytics are a key part of any social operation, in fact they’re a key part of any customer service/marketing operation, period. If you’re not utilising the right analytics in the correct way, you’re falling short of your competitors. They’re not a nice to have, they are integral for tasks such as resourcing correctly, managing agent performance and even things like reporting/managing the success of a trial you may be running within your team.

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Proactive Search for Social Customer Service - 3 Reasons Why

January 5, 2016 05:12 AM by Nathan Barker

iStock_000074008031_Medium.jpg

Drizzle, cool wind and dark clouds, it was the height of another British summer. I turned to Twitter for digital solace, moaning about the low temperatures and the persistent damp. It was a throwaway message, I wasn’t expect anything more than a favorite, maybe an acknowledgement from a fellow suffering Londoner. Instead I received a sympathetic tweet from unlikely source -  a major high street coffee chain. I was neither following them nor had any previous Twitter engagement with their handle in the past, but the response welcomed and brightened my mood. They offered a voucher for a warm beverage of my choice, which I heartily accepted. The gesture endeared me to the brand while subconsciously making me more likely to buy from them in the future. I didn’t realise it at the time but my tweet had been scooped up a proactive search and recognized by that brand as an opportunity for customer engagement.

As social customer service operations grow and mature, many organizations are looking beyond delivering reactive customer services. Proactive customer care is increasingly important as companies look to further enhance customer experiences. The importance of proactive searching can be outlined in three basic strategies that can be applied to just about any industry.

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How GWR implemented Facebook Messenger into their Social Strategy

December 24, 2015 11:00 AM by Jess Smith - GWR

We sat with Jess at GWR to get the lowdown on how a brand can implement Messenger into their social plan, what it can means for your consumers and how Conversocial can help to support getting Messenger live.

iStock_000047808814_Medium-1.jpgGWR is one of the UK's largest and most complex rail networks, carrying 1.5 million passengers every week on 9,000 services, and calling at 276 stations. GWR is the only UK rail company to operate High Speed Inter-city, commuter, regional and sleeper services

Implementing Messenger is crucial, especially now with the Christmas peak travel rush just around the corner. Here’s what Jess had to say.

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Jingle Bells, Tesco Rocks, Social’s Here to Stay - Tesco’s Social #CustServ #SocialFirst

December 22, 2015 09:38 AM by Luke Duffy

iStock_000071636237_Large.jpgTesco is a giant. Not only is it the biggest supermarket chain in the UK (with over 7,800 stores worldwide), it is also one of the biggest retailers in the world.  Being the third largest retailer by profits and the second largest by revenue makes Tesco’s operations mammoth.

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Is It Too Late Now to Say Sorry? Social customer service: A Nicety or Necessity

December 17, 2015 11:50 AM by T. Connor Denis

iStock_000070278497_Medium.jpgThere is no shortage of opportunity for self-reflection, especially when (like myself) you are slowly creeping toward the end of your 20’s or 30’s or 40’s or any decade.

From time to time, I like to step back, take a personal inventory and identify progress. Where was I this time last year? What’s new? What’s different? What’s better? What’s worse? I try to ask myself these questions consistently. It’s a healthy exercise (as far as I know) and one that I advocate for, not only personally but, with a broader scope.

While the individual should always seek self-betterment, why should we not expect the same from companies? From those who provide us with day-to-day services in exchange for our hard earned cash?

There is no shortage of bad publicity around the telecom and ISP industry. Every couple of weeks it seems that we hear another story of outrageously (almost humorously) bad customer service from one of the big name providers. Then, without fail, we see a new dedication to more service, better service. But, after a couple of weeks another customer service scandal goes public and the spotlight is on inaction.

So, in the words of Canada’s sweetheart, Justin Bieber, “Is it too late now to say sorry?” And, follow up question, “How do we fix it in an impactful and cost effective way?”

The answer is social customer service.

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