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Conversocial Converges on Barcelona for 2015 Company Kick-Off

January 30, 2015 05:00 AM by Liz O'Brien

Last week, Conversocial’s global team, stretching across four continents, descended on Barcelona for our annual Company Kick Off . The theme of this year’s company conference was Beyond Barcelona, with the focus on learning from each other whilst aligning globally and preparing for the year ahead.

Screen_Shot_2015-01-29_at_1.13.13_PMBut what does Beyond Barcelona mean for Conversocial and our clients? And what did we take away from the two days?

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Conversocial Named A Top Rated Enterprise Social Media Management Platform by TrustRadius

January 28, 2015 09:00 AM by Harry Rollason

NEW YORK and LONDON, Jan. 28, 2015 – Conversocial, a leading provider of cloud-based social customer service solutions, today announced it has been named a top rated enterprise social media management platform in the TrustRadius Buyer's Guide to Enterprise Social Media Management Software. Based on user reviews, Conversocial was recognized for its true high-volume, enterprise examples of social customer care, with reviewers voting its user friendly interface best to manage social customer care programs.

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Key features of the Conversocial platform highlighted in the guide include its user-friendly customer care tool, robust engagement features and automation, insightful customer service analytics and expert and responsive customer support team. Conversocial customers span multiple industries, including retail, financial services, higher education, transportation and leisure. The firm boasts multiple brand-name clients such as Hertz, Google, BMO Financial Services, Food Lion and University of Phoenix.

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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.

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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.

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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

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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?

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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.

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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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