Conversocial Blog


CMOs: It's Time to Hand over Inbound Social Media

March 03, 2015 10:00 AM by Joshua March

My personal journey in helping companies manage social media started squarely in marketing. I founded iPlatform in 2008, which became one of the world’s first Preferred Developers for Facebook. We had great success building innovative Facebook applications for major brands like Swatch, The Economist, McDonalds and many more. At the time, these applications were one of the most powerful ways for a company to drive huge engagement with an excited and interested user base, with strong viral potential and network effects (iPlatform was acquired in 2012, after which I devoted all of my energy to Conversocial).


Since that time, the world of social media has changed a lot. Social advertising is still extremely powerful (using highly targeted adverts and easily sharable content). But social applications are largely dead, and even organic (non-paid) reach for branded content is now pretty much non-existent, especially on Facebook. On the flip side, social has continued its rapid growth trajectory to become the most important channel for communication between people. It’s the global pulse, where news and information spread like wildfire. And it’s how consumers are able to rapidly reach out to any company they have a question or issue with, on their smartphone, without having to search for an email address or wait on hold, and get a fast response and resolution. This has only increased as a significant portion of communication has shifted to smartphones and tablets; a trend that is continuing to explode with the advent of mobile messaging — which will eventually replace email and SMS.
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3 Characteristics of Digitally Mature Companies

February 26, 2015 11:09 AM by Julian Johns

Digitally mature companies win more customers. Not because winning customers is their focus, but because they operate in a manner that is attractive to the customer. For me, there are three easy steps to becoming a digitally mature company:


  1. Use digital technologies to transform your customer experience. Ian Cox of the business leader summed this up when he said “An organisation is considered to be digitally mature if it uses sophisticated tools to drive performance and demonstrates an on-going commitment to technology, technology-led initiatives and digitally managed processes.”(LinkedIn Blog: Digital maturity starts at the top)
  2. Digitally mature companies must quickly exploit the value of unstructured data, specifically new data that comes from Social Media, as the Gartner CIO Agenda 2015 confirmed
  3. Lastly, focus monomaniacally on improving Service Levels, based on the insights from Social Media data.

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February 18, 2015 05:00 AM by Joshua March

Businesses are constantly developing more innovative and meaningful ways to connect with their customers. Establishing these lasting connections is now increasingly essential and difficult, as companies work to rebuild intimacy and loyalty in a time where consumers are more digital, more distant and more discerning.


While customers trust brands less, they’re trusting their peers more. Forums and message boards have established a public meeting place where customers can expect to find honest and objective information about a company’s products and services. With the adoption of social, this expectation made its way out of the forums and onto Twitter.

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How building more personal and sociable customer relationships is critical for your success

February 11, 2015 10:00 AM by Harry Rollason

preparingTraditional customer service is broken. It's impersonal and robotic, creating a frustrated customer, left alienated by long wait times and dropped calls. The answer: Build a social customer service culture that has a personality - reinforcing your brand. To do this, you must overcome operational and cultural challenges, by building a #SocialFirst strategy.

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Social media contact centers: What new teams, training and processes will be needed?

February 10, 2015 08:00 AM by Paul Johns

Social media is rapidly maturing and 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, and is still seeing swift adoption as most customers move to 'social first' forms of communication with the contact center. The immediacy of social media has many customers asking themselves, 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?


Social media is not like email or chat; its public nature means that a mistake can have huge ramifications for your company. 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.

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Social customer care is the future – here’s why

February 06, 2015 08:00 AM by Joseph Rice


Trends play out over many years, some decades. They gather pace so slowly as to not be noticed until suddenly everything comes together. Within the customer service space there are several converging trends that will at first disrupt and then fundamentally change how service is delivered.

Simply put, demographics, youth preferences and economic incentives are conspiring to drive social media as the predominate communications channel and therefore the main way customer service will de delivered in the future, whether that’s direct from an organization or peer-to-peer. Social customer care’s time has come, here’s why –

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Conversocial Welcomes Chris Venus, Director of Professional Services

February 03, 2015 05:00 AM by Chris Venus

Please allow me to introduce myself - my name is Chris and I am the new Professional Services Director, for Conversocial.


This first blog will serve as an introduction to me, my role, and what I want to bring to Conversocial and you, our customers going forward.

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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.


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.


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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