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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”.

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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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The Two Types of Social Media Engagement

August 04, 2014 08:18 AM by Mike Schneider

The terms “customer engagement” and “social media engagement” have been hackneyed by software vendors, thought-leaders and consultants over the past five years to the degree that it’s become confusing for those evaluating software to understand who provides what.

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Once defined by most as simply likes, retweets and shares, the meaning of social media engagement has split into two directions: outbound, marketing social media engagement and inbound, social customer service engagement.

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Personalising Your Brand Through Social Customer Care - Book Your Workshop Place Now!

August 01, 2014 08:55 AM by David Barber

We all know that social customer care is public. Most brands now have open Facebook, Google+, YouTube pages and Twitter accounts which allow their customers a view on their social customer care technique. With the ever-more critical and tech-savvy customer, brands have to be aware of how their social customer care plays out not just to the individual, but to the masses.
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At Conversocial, we aim to help brands through the murky waters of social customer care. By adopting a personable and human approach to social customer service and discarding complete automation and canned responses, brands are effectively resolving issues through social media and leaving a satisfied customer.
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How Luxury Retailers should Manage Customer Service over Social Media

July 30, 2014 09:11 AM by Theresa Semackor

The retail industry benefits from having an engaged and socially savvy customer base—one that actively engages with companies over social platforms. However all too often these consumers are met with deafening silence. This is even more common within the luxury retail market, where engaging with your customers can often be seen to have a detrimental effect on the exclusivity and mystique that surrounds a brand. The proliferation of online commerce is one major cause of this, in which the distance between luxury items and shoppers has narrowed.  

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