Conversocial Blog


5 Years of Instagram & Me

October 6, 2015 08:30 AM by Liz O'Brien

In September of this year Instagram hit the huge milestone of 400 million users, with more than 75 million of those users logging on daily. As we reach Instagram’s 5th birthday (October 6th) I’ve been thinking about my top 5 trends past and future, as well as what we’ve learned about ourselves and the platform. 


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An open letter to companies with customer service departments

October 5, 2015 10:14 AM by Jaclyn Fu


To companies with customer service departments:

I am your social, mobile customer.

I use Airbnb to stay at undiscovered places, hire Postmates to deliver crepes at midnight, save restaurants on Foursquare so I always have a place to recommend, use Classpass so I don’t have to commit to a single yoga studio, and evaluate a multitude of other review sites to decide how I should spend my time and money.

I take photos of your beautiful products on Instagram, Tweet about your terrible customer service, and share your half-yearly sales on Facebook.

I’m the Millennial consumer you’re trying to understand with thousands of dollars invested in sophisticated data tools and number-crunching analysts. I love buying things, but will only buy the best. It’s no longer what you tell me is the best, but what other people SHOW me is the best.

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The Resolution will be Tweeted

October 1, 2015 12:01 PM by T. Connor Denis

Facebook was founded in 2004, Twitter didn’t waste much time, launching in 2006. Becoming household names, we share pictures of our friends, families, and most importantly(?) ourselves. We use social media everyday to express: delight, anger, surprise, share opinions, and challenge the opinions of others. Social media is a vocal community made up of everyone: our communities, our demographics, those who we like, and those whom we (frankly) do not.



Just over a decade ago, Mark Zuckerberg (et al) revolutionized this idea of community by giving us a single place to maintain our online identity rich with content and connection. For years this model worked, hand in hand with Twitter, we abandoned the old ways we’d share, invite, touch base, plan, and announce.

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Lost my Wallet; Found Social First.

September 23, 2015 04:38 AM by George Twizell

I recently managed to misplace my wallet; the details of which are largely irrelevant, all I will say is they involve a taxi, a few drinks and a lesson in Social Customer Service…

As an avid saver of points with basically any retailer I come into contact. The above dilemma meant I needed to get my Tesco Clubcard, Nectar Card and Morrison’s Miles & More cards back, and back ASAP. So, naturally, I put the three to a #SocialFirst Test: 

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Are you going to upgrade to the new iPhone 6S?

September 10, 2015 10:40 AM by Taylre Duarte

“Sorry Ma’am, you still have another 9 months on your contract until you’re eligible for an upgrade”. How many times have we all heard that when talking to our phone company. I, for one, have put up with a phone that didn’t accept incoming calls, couldn’t send texts, or would just randomly dial people in my contact list when I was on the phone with someone else. But why?

Well, for one, I didn’t want to pay. Why switch now when I can spend just a little bit longer putting up with ‘okay’ (read: barely permissible phone) and save some money? 

I remember when I didn’t want to give up my Blackberry… I couldn’t say goodbye to BBM! It was my lifeline! But BBM quickly became irrelevant… it wasn’t the way people were communicating anymore.

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Conversocial Upgrades the Industry to a New Standard of Social Customer Service

September 9, 2015 08:30 AM by Paul Johns

New capabilities built to serve the mobile, social customer at scale.

Today at the Gartner Customer 360 Summit in San Diego, Conversocial unveiled new features in its enterprise social customer service platform that upgrade how companies can resolve complex customer issues over social media, and scale ‘in the moment’ engagement.

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The New Standard of Social Media for Retail

September 4, 2015 10:00 AM by Bryan Brennan

Retailers were some of the first adopters of social media as a marketing channel, using it as a means to attract and acquire new customers. It made so much sense—it was a great way to promote products and gain actionable insight from the buzz these campaigns generated. However, as publicised in reports from leading analyst firms such as Gartner, Forrester, and Ovum, social media is more than just marketing. Companies know this, the conversation has moved on. But the new standard of social media means supporting marketing’s efforts, delivering a best-in-class customer experience alongside promotional offers.

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Plane OK: Airlines providing preferential service on Twitter

September 3, 2015 02:00 PM by Anthony Thomas

Last month British Airways was caught up in a PR incident when a customer Tweeted that a request for a callback from their reservations department was granted to a UK celebrity, a service generally denied to customers. 

The attentive customer proceeded to post a side-by-side comparison of the airline’s Twitter responses to one customer versus that of the celebrity, an effort that generated over 300 re-Tweets and forced the airline’s press office to respond to journalist’s enquiries about its approach to customer service.

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[Webcast] The Social Resolution: What being Social First really means

September 3, 2015 09:22 AM by Harry Rollason

Delivering a best-in-class customer experience requires a fundamental shift in how you serve your social customers. Leading companies, such as Hertz and Sprint, extend their customer engagement capability on social, by truly resolving customers issues at scale. This approach is called #SocialFirst.

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Hyatt among the winners of Skifties 2015 Social Media Awards for Travel Brands!

September 2, 2015 10:00 AM by Harry Rollason

We are happy to announce that Hyatt, a Conversocial client and Customer Advisory Board member, has won a Skiftie. Hyatt won the “Best Social Media Customer Service” award, gaining recognition for its much acclaimed social customer service strategy.
One of the key reasons for this recognition is its average "16-minute response time, while exponentially increasing volume of replied-to inquiries through hyper-social listening and friendly segues. Hyatt also celebrates, monitors and rallies its team with weekly video montages of 'guest tweets' internally."
Hyatt truly represents a company that is embracing #SocialFirst at scale.
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