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Conversocial Establishes Global Customer Advisory Board to Drive Social Customer Service Innovation

January 20, 2015 09:00 AM by Harry Rollason

NEW YORK and LONDON, Jan. 20, 2015 – Conversocial, a leading provider of cloud-based social customer service solutions, today announced its formation of the company’s first Customer Advisory Board (CAB). The forum includes executives from industry-leading companies such as Dollar Shave Club, Marks & Spencer, Allied Irish Banks and Prét A Manger.


The board’s first quarterly meeting will kick off in London and New York in February 2015, and will involve in-depth discussions to guide company executives on a number of topics including: customer needs, corporate vision, key challenges and product roadmap. The customer-driven agenda topics afford council members an opportunity to give strategic, direct input into Conversocial’s corporate strategy in order to help build products that meet their requirements.

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Social Customer Service is growing up. Are you ready?

January 16, 2015 10:00 AM by Harry Rollason

prep_the_org2015 is the year in which Social Customer Service grows up. And with 65% of social media users preferring this channel to the traditional contact centers, companies that do not adapt will fall behind. 

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Resolve to Resolve More: Social Customer Service Resolutions for the New Year

January 07, 2015 10:55 AM by Harry Rollason

Looking back at 2014, it is clear that it 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.


But there is still room for improvement. In an always on and real-time messaging world, consumers expect far more than they have before. Resolving customer issues slower than consumers expect–or even neglecting to answer social complaints at all–will result in consumers abandoning companies. Companies must now make social a core customer service offering that is efficient and scalable.

So with the holiday season finally having come to a close, it's now time to put those 2015 New Year's Resolutions to the test! Here are my six resolutions for what companies need to change to really adopt a social first approach to customer service;

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How to manage your social customer service operation this Christmas

December 18, 2014 10:22 AM by George Twizell


As we hear time and again, predicting volumes of content over Christmas is never an exact science. However the one thing we do know is that they will be bigger than normal. With this in mind, I have put a few key pointers down to ensure you are outperforming the rest:

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Does good social customer service really add to customer loyalty?

December 05, 2014 07:33 AM by Reetu McCallum

There are four elements that customers look for when interacting with a brand: choice, value, convenience and a positive experience. For me (and I'm sure I am not alone), the experience is the most important. Why? Because people lead busy lives, on the move. In a world of rapid-fire interactions, a quality experience sticks out more than ever.


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The Future of Social Media Customer Service Agents

December 03, 2014 10:01 AM by Joshua March

Over the past few years, social media 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 (e.g. Hertz —watch their case study here), and is still growing rapidly. I have pages of @mentions and DMs with multiple airlines, Uber, Seamless, FlyCleaners — almost every service I use (I’m a demanding customer). 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?


Social media is not like email or chat; its public nature means that a mistake can have huge ramifications for your brand. 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. Mistakes become easy — for example, sending a public message instead of a private DM… a mistake that even twitter’s CFO can make!

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Social Customer Service Lessons from The Social Media for Customer Service Summit

November 20, 2014 09:53 AM by Harry Rollason

At the start of the month, Conversocial sponsored and presented at Useful Social Media’s Social Media for Customer Service Summit. Having sponsored the conference since its inception, we came with high hopes for quality discussions with many of the industry's top experts and practitioners. We were not disappointed.

So with the sun set once more on the summit, what did we learn from the stellar line-up of corporate speakers? What should you take away and apply to your own social customer service strategy?

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Conversocial appointed by Dixons Carphone's 'Knowhow' team for Social Customer Service Solution

November 18, 2014 11:14 AM by Alex Harvey

NEW YORK and LONDON, Nov. 18, 2014 – Dixons Carphone plc, Europe’s leading specialist electrical and telecommunications retailer and Services Company, has chosen to enhance its customer service operation over social media in partnership with Conversocial.


Conversocial, a leading provider of cloud-based social customer service solutions, will enable the Knowhow customer service team to prioritize service related enquiries on social media, while also making use of functions like rules-based message routing and real time analytics.   

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Infographic: Is your social customer service operation ready for the holiday season?

November 13, 2014 10:00 AM by Harry Rollason

The holiday season is the most important time of year for most retailers. Unsurprisingly, this is also the time of year when the most strain is put on their customer service teams. Your customers have higher expectations than ever for the quality and speed of resolution they receive from companies over social media—and there is little room for error.

To get a better understanding of customer expectations this holiday shopping season, we asked over 500 US consumers about the impact of social customer service has on their purchasing behavior.


So, how should companies scale their customer service offering? Here are my top five tips for dealing with the increase in volume this holiday season:

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Is Your Airline Anti-Social?

November 08, 2014 07:14 AM by Paul Johns


Like most of us, I have spent much of my career traveling for client events, customer meetings and conferences. As a frequent flyer, I have shamelessly chased status and meticulously managed loyalty points to try and fly in comfort. I maintain a personal best for disassembling myself for TSA screening, whisking through most airports on my own kind of auto-pilot. I spend way too much time on tarmac and so let's be honest we all want to turn left at the door and have someone bring us something bubbly before takeoff.

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