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Pokemon GO is the fastest growing mobile app to date, surpassing Twitter in daily users (21 million) in its first week and overtaking Facebook with daily average engagement (33 minutes, 21 seconds) in its second week. With this in mind I went out into the field to see what the buzz around Pokemon GO was really all about and how players are getting support for issues that occur inside of the game.

With "self-service" becoming more popular amongst games, where do players turn for commonly asked questions, issues, etc.? How can a company truly handle the volumes of complaints on a game that is super popular? We asked the gamers themselves...

Read on for the transcript, or watch the video below. 

Read below for a transcript, or watch the video above. 

Spotlight

Spotlight: What Pokemon GO Can Teach Us About Crowdsourced Support

By Bryan Brennan
Aug 9, 2016 9:58:54 AM
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Audi UK has always embraced social as a service channel. Choosing to resolve customer issues in the channel of their customer's choice, Audi takes this one step further and proactively reaches out to customers who are experiencing problems but did not directly mention the brand.

But, how do Audi UK excel at proactive social customer service? And how do you build a social service strategy that excels? We sat down with Emma Page at Audi UK to hear her perspective.

Read on for the transcript, or watch the video below. 

Read below for a transcript, or watch the video above. 

Spotlight

Spotlight: How Audi Has Embraced Social As A Primary Care Channel

By Nathan Barker
Aug 1, 2016 5:25:52 AM
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What does the term “customer service” conjure up in your mind? Maybe calling up a 1-800 number to be met with an automated voice, robotically offering you a menu of problems you may have. So you dial 0. Again. And again. You can feel your blood pressure rise, and by the time you actually speak to someone, they tell you they are transferring you to someone else. Any normal human being would be frustrated and frazzled.

Post

The Importance of Customer Service: 3 Companies Who Changed Everything

By Tamar Frumkin
Jul 27, 2016 10:12:00 AM
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We can all agree that customer service has changed dramatically over the past few years. The same tried-and-true rules and strategies just don’t apply anymore. And we see that companies who don’t adapt quickly will get left behind. Who is changing the game? The customer, whose tactics, rules and beliefs are different than ever. Here is what you need to know about the new wave of customer empowerment:

Post

The New Wave of Customer Empowerment: What You Need to Know

By Harry Rollason
Jul 20, 2016 11:33:00 AM
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It seems like only yesterday when Facebook emerged, bringing about the social media revolution. While many (like Myspace) tried to push the idea of social onto the world, Facebook seemed to have the community that enthralled people, and made them want participate in the newest digital hub. In the decade that followed, new channels such as Twitter, Pinterest, Instagram, Linkedin, and others have brought new elements to the table. However, only with the onset of Snapchat, Whatsapp and Facebook Messenger has the space been truly redefined.

What’s new about these channels of course is privacy. Whatsapp and Snapchat were created for direct communication. There is no newsfeed or timeline. Nobody sees what you write unless you are writing directly to them, and shares are virtually untraceable. These channels can be anything from Whatsapp to Snapchat, to email, Facebook Messenger, secure browsing and even organic search. Studies show that 70% of all social shares are private. This shows private messaging channels are becoming more relevant to the average social media user, maybe more so than traditional social media avenues.

Post

How Private Channels are Changing Communication as we Know it

By Harry Rollason
Jun 30, 2016 7:47:00 AM
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