Over the last 18 months there has been a noticeable shift in the ownership of social customer service, moving from traditional marketing departments into the contact center. As the dynamic of social customer service have developed, so has Conversocial. This week sees the launch of our new user interface; Conversations.
Although it may feel like wishful thinking, summer is just around the corner. This means one thing for the leisure industry: an increase in demand as consumers look for the perfect beach body.
The leisure industry is now worth a staggering £3.8bn, and our appetite for gyms does not look like it is slowing. Technological advances means going to the gym is no longer a solitary activity; it is now social, with gym-goers regularly sharing workout experiences with friends. All this presents a new set of opportunities for the gym and the leisure industry.
I'm happy to announce that Conversocial has won a Rising Star Award from CRM Magazine. The award celebrates companies that "add significant value to the customer experience. And, because of this, they have the potential to soar."
Winners for CRM Magazine's awards were determined through three months of extensive analysis involving disucssions with industry analysts, analysis of financial and corporate information, product and functionality assessments, and customer satisfaction scores.
In our latest social media training webinar for customer service professionals, Conversocial’s Head of Professional Services, David Barber, outlined the key elements necessary to build the foundation for a great social customer service team within the call center.
Topics covered included:
- The key skills to look for when recruiting social customer service agents
- A training plan to quickly upskill your team
- Tips and tactics for how to empower your team for maximum impact
- How to avoid common mistakes and pitfalls
Conversocial CEO and Founder Joshua March once again appeared on Fox Business, this time to discuss Facebook's $19 Billion acquisition of WhatsApp.
March asserted that the purpose of the acquisition is not just to acquire more users, as some analysts have asserted, but rather part of a greater effort to stay relevant in the continually-expanding world of mobile.
With January 2014 being the wettest since records began, many train providers experienced the wrath of the angry commuter as landslides, floodings and power outages affected services across the country. However sometimes a bad experience is inevitable, although train providers strive year on year to improve systems and reduce disruption.
There is one thing that all successful social customer service teams have in common: a strong foundation.
Building these foundations are easier said than done though. You have to find the right people. But what key skills should you look for? How do you go about recruiting ? How do you educate employees to become social ‘savvy’? All these questions must be answered if you are to lay foundations for future customer service success on social channels. And with customers increasingly reaching out to brands over social media to resolve service inquiries, it is something that you have to get right the first time.
Last week we sponsored the Social Media for Customer Care Summit in San Francisco. The event brought together leading speakers from top brands to discuss everything social customer service. Here are some of our highlights from a packed two days.
One of our key strengths lie’s in Conversocial’s unified workflow, ensuring visibility of social customer service issues across different social channels. After integrating with Google+ last month, we are pleased to announce the latest channel joining the fold: YouTube.
A major shift in how people communicate–with each other, and with brands–has been underway for the past few years. Online communication is moving away from private, anonymous, one-to-one channels on a desktop computer, to public, one-to-many channels that are mobile and linked to your real identity through social profiles. These shifts are causing major changes in how companies need to handle customer service–and the implications are only just starting to be felt.
We’re now at the stage where social customer service has become an established part of doing business. Tweet at any brand and most will respond back to you, publicly and quickly. Even if many companies are not yet delivering the level of social service that consumers expect, they know they have to–and are working towards it.