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Love it or hate it, Black Friday is almost upon us. This means marketing teams are in overdrive, all looking to out-market the other with above-the-line campaigns. With all this marketing spend allocated, a very important aspect often gets overlooked: how to deal with the increase in volume of social, digital customer interactions.

So with your marketing teams gearing up to push out promotional sales-led messaging, it’s critical to be prepared for the inbound messages that will result. 

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5 ways to combat unpredictable support surges with social care

By Harry Rollason
Nov 21, 2017 10:03:37 AM
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Customer chat allows brands to initiate customer conversations on brand properties, creating a single, seamless and continuous conversation over Messenger, enabling brands to handle broader customer inquiries while maintaining best-in-class customer service.

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The Evolution of Customer Conversations: Conversocial and Its Customers Among First to Launch Messenger Customer Chat

By Jason Valdina
Nov 7, 2017 4:41:00 PM
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New York Times best-selling internet entrepreneur, Jay Baer calls social customer service a “spectator sport.”

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With social care, no response is the worst response

By Seleah Gardiner
Oct 30, 2017 12:09:58 PM
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The following is an excerpt of a chapter from my new book, Message Me, coming out soon. To sign up for updates, click here.

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Lean-in to the Power of Messaging

By Joshua March
Oct 24, 2017 8:16:00 AM
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There have been many changes in the social customer service landscape over the last year—and even the last few months—which are helping to define how brands engage with their customers.

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To compete with AI, companies must show empathy

By Harry Rollason
Oct 20, 2017 8:45:00 AM
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The following is an excerpt of a chapter from my new book, Message Me, coming out soon. To sign up for updates, click here.

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We Live in an Effortless World… Almost

By Joshua March
Oct 4, 2017 9:52:35 AM
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The retail landscape has changed radically over the past few years. Consumers are noticeably shunning the high-street and instead choosing to shop online. E-commerce offers what the high street cannot—convenience. You can shop on your mobile device wherever, whenever. The exponential growth in e-commerce means that an in-store shopping experience just isn’t cutting it anymore.

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Win The High Street With #SocialFirst Customer Engagement

By Seleah Gardiner
Sep 29, 2017 1:00:35 PM
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Social maturity leadership isn’t a destination so much as it is a journey, and today’s forerunners are just as easily tomorrow’s Contenders, Conservatives, and Observers. That’s because enduring leadership requires ongoing social innovation and investment to keep from being overtaken. If all else remains constant and competitors move up the index, your brand falls behind. To maintain leadership, internal social champions must keep the #SocialFirst flame alive.

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How Social Leaders Maintain their #SocialFirst Edge

By Harry Rollason
Sep 27, 2017 2:38:40 PM
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