Blog

Thoughts on the latest social news from the
Conversocial team. Join the discussion.

3 reasons why you need threaded conversations for Social Customer Service

September 24, 2014 09:19 AM by Anthony Thomas

To guarantee actionable insight, workflow efficiencies, and a positive agent experience, you need a platform that ensures that only relevant interactions from the same customer are grouped together – separating a customer’s conversational engagement with your brand’s marketing from an ongoing service issue.

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Conversocial employs this threaded approach to aggregate only relevant interactions, in addition to its inbox workflow, prioritization, and automation, to ensure that agents are able to identify and action service issues seamlessly.

Below are three main advantages of Conversocial's unique Conversations workflow.

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Are words on social media set in stone?

September 23, 2014 07:16 AM by Alex Harvey

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If you’re in the UK at the moment, or have any connection to Scotland at all, you will be aware that a vote on independence just took place. The movement failed - Scotland will remain a part of the United Kingdom, as it has been since 1707. The campaign has been a long process, with opinions strongly divided and no love lost along the way. Will the two sides be able to shrug off the event and return to the daily grind with no hard feelings? For celebrities and other prominent figures, social media activity over the last few days suggests not.

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Webinar recording: How to navigate your social customer service journey

September 22, 2014 10:20 AM by Harry Rollason

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In today’s connected world customers are more demanding than ever when it comes to receiving customer service over social channels. Organizations are responding to this by deploying social media as an official customer service channel in the contact center - but they don't get there overnight. It is a long and sometimes difficult process. 

In our industry experience, we find that it's helpful to think of this journey as happening in three stages.

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Announcing the New Definitive Guide to Social Customer Service

September 17, 2014 07:28 AM by Mike Schneider

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There’s a certain irony in writing a definitive guide to something as fast-evolving as social customer service.  A lot has changed in the past month for social customer service––let alone the past year, when we published the previous edition of the Definitive Guide to Social Customer Service.

When we first wrote The Definitive Guide to Social Customer Service a couple of years back, we spent a good bit of it explaining what social customer service is. By the time we published our second edition of the Definitive Guide last year, folks understood what social customer service was but needed help rallying the rest of their organization behind the cause.

In order to keep pace with changes in the industry, we’ve decided to make the Definitive Guide to Social Customer Service a living, breathing document available online as a content you can link and share rather than just another eBook available for download (though you can still download a eBook of the guide if you prefer!)

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Does your organization need a separate Twitter handle to deliver effective social customer service?

September 04, 2014 11:53 AM by Andrey Grigoryev

A common debate among social customer service professionals is whether brands should deliver customer service from their primary Twitter handleor if they should have a dedicated service handle. Companies have been successful with both approaches, meaning that there is no clear cut answer but instead a series of pros and cons.

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Using our experience from working with some of the biggest brands in the world–and helping them to scale their social customer service operations efficiently–below are the pros and cons to both approaches. 

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Best Practice Webinar: Navigating Your Social Customer Service Journey

September 03, 2014 01:17 PM by Harry Rollason

Today’s social media users are more demanding than ever when it comes to receiving customer service over social channels. Leading organizations are responding by deploying social media as an official customer service channel in the contact center - but they don't get there overnight.

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In this bite size webinar, we discuss the characteristic transitions that companies go through in their social customer service journey, and how to navigate them successfully.

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Why choosing a Facebook and Twitter approved partner matters

August 28, 2014 12:49 PM by Mike Schneider

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You’ve probably heard the terms Twitter Certified Partner and Facebook Preferred Marketing Developer (PMD) before, but what are the real advantages of working with one of them?

Facebook defines the Preferred Marketing Developer (PMD) program as “a community of best-in-class developers focused on making social marketing easier and more effective”.

Certified Twitter Customer Service

According to Twitter’s overview page for the certification, “There are numerous benefits of being a Twitter Certified product partner, including access to Twitter partner engineers, guidance on taking full advantage of Twitter's APIs and data offerings, and exclusive invitations to select beta programs and other Twitter events and activities.”

But what does this really mean for you and your company? The distinction is much more than just a colorful badge. Partner solutions are chosen after an exacting selection process, with their understanding of social media vetted by the companies behind the platforms themselves. It might sound bold, but any business that is looking for enterprise class software should not even consider evaluating a software without these credentials.

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Successfully Measuring Social Customer Service Performance

August 27, 2014 08:34 AM by Alex Harvey

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If social customer service operations are to improve, managers must be able to resource social media as efficiently as possible and demonstrate value alongside other service channels such as phone and email–all while delivering a great customer experience.

Despite this, research from Forrester Consulting commissioned by Conversocial shows that 20% of companies do not measure the success of their social customer service operation at all.

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What have five years of Social Customer Service taught us?

August 25, 2014 12:05 PM by Harry Rollason

Five years ago, only a small number of highly innovative brands practiced social customer service. Fast forward to today and the landscape is completely different with 70% of companies trying out social customer service in some form. Even more importantly, customers have come to expect that the companies they interact with––from their supermarket to their bank––offer speedy resolution over social networks like Facebook, Twitter and Instagram. We’re now at the stage where social customer service has become an established part of doing business.

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With this in mind Conversocial CEO and Founder Joshua March recently contributed to a report entitled “Five Years of Social Customer Care: The Pig Puts on Some Lipstick and the Fish Come Out to Play!”. Produced by Guy Stephens, the report featured contributions from social customer service trailblazers such as Frank EliasonNatalie Petouhoff and Martin Hill-Wilson among others.

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Conversocial Introduces PLAY: Smart Workflows for Social Customer Service

August 12, 2014 12:13 PM by Joshua March

Since Conversocial launched four years ago, we’ve seen a fundamental shift in how customers communicate with brands, and in response, a change in how companies need to be delivering customer service. Today, our biggest clients have dozens - sometimes hundreds - of social agents, with even the smallest teams having multiple people working around the clock to deliver faster and better customer service over social media.

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