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Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them. ~ Kevin Stirtz, Strategy Manager (Practical Law) at Thomson Reuters

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How to Seamlessly Add New Social Channels for Customer Service

By Chris DiMarco
Feb 23, 2017 1:19:17 PM
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Customer expectations, and customer behavior, are changing faster than ever. Here are five customer trends that will have a powerful effect on most businesses now or in the very near future.

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Five Important Trends in Customer Service Expectations

By Micah Solomon
Feb 21, 2017 2:11:44 PM
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Social customer service moves at such a fast pace, keeping up with best practices and industry trends can be difficult. To help customer service professionals stay on top of increasing social volumes and the latest innovation, we’ll be sharing quick, informative tips and tricks on hot topics in our newest short form series: Engagement Experts.

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[Engagement Experts] Free Webcast: How Many Clicks to Resolution?

By Jaclyn Fu
Feb 16, 2017 5:30:00 PM
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You know the feeling of dread when the on-hold music kicks in and you realize that you could be at this for hours? That’s precisely the feeling that your customers won’t tolerate today. As organizations increasingly compete based on the customer experience, they’ll realize that the bar for what's "accepted" in customer's eyes, especially Millennial's, has been raised.

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5 Excuses Your Customers Are Tired of Hearing

By Lia Winograd
Feb 16, 2017 10:54:29 AM
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There aren’t, I’m going to argue, such thing as “customers” in the plural. At any rate, the concept of “customers” in the plural, in the aggregate, isn’t anywhere near as useful a concept for business success as is the singular customer, the one right in front of you, the one on the phone, the one who is tweeting at you or engaging with you on Facebook Messenger.

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The Only Customer Who Matters is the One You’re Serving Right Now

By Micah Solomon
Feb 14, 2017 1:02:11 PM
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