Blog

Thoughts on the latest social news from the
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Best Practice Webinar: Personalize your brand with effective social customer service

July 24, 2014 09:49 AM by Harry Rollason

A successful brand on social media is one that is authentic, judges each situation on its own merit and responds with empathy and genuine interest in the customer’s issue.

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However in practice, it can be hard to disassociate social customer care from traditional marketing messages. And with social media becoming an ever more frequently used customer service channel it is imperative to distinguish between marketing and service messages. Bland one-way communication no longer cuts it.

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Social Customer Service for the Travel Industry: Dealing with the unexpected this summer

July 22, 2014 10:40 AM by Josh Buller

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The travel industry is unique when it comes to social customer service, with research indicating that 56% passengers are more likely to complain about their experience via social media than any other industry. This presents both advantages and disadvantages for travel companies. One key advantage being the ability to listen to your customers, engaging with them through a channel of their choosing. The key disadvantage being that potential crises are amplified, resulting in what may have been a manageable situation becoming a potential PR disaster.

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Please Welcome Our New VP North America

July 21, 2014 09:05 AM by Joshua March

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I'm excited to announce that Kristin Shevis, formerly of Hearsay Social, has joined the Conversocial team as VP North America.

After a background in enterprise software, Kristin helped build the enterprise sales team at Google, initially launching EMEA enterprise sales and rose to become Director Northeast Enterprise. Most recently, she served as Hearsay Social's VP of Sales and Social Business, joining as a founding member of the executive team and (over the past 3 years), has focused on scaling the business to be the leading social business platform for the financial services industry.

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Celebrating World Social Media Day the Conversocial Way!

July 18, 2014 06:22 AM by Liz O'Brien

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As I am sure you were aware, last month was the 5th Annual celebration of Mashable’s Social Media Day. Not wanting to miss out on the fun here at Conversocial, we decided to get involved and in true social media style asked our social community to submit a #Converselfie.

Said to be first coined in Australia in 2002, the selfie has become a social media phenomenon with millions of selfies being uploaded daily across social networks and the term was named Oxford Dictionary's word of 2013.

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Announcing a New Round of Funding for an Even Better Conversocial

July 16, 2014 08:00 AM by Joshua March

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I'm thrilled to announce that Conversocial has received an additional $5m of Series A2 funding, bringing the total A2 round to $9.4m.

The funding, which brings the total funding of the New York-based company to $11.9m, was led by existing investor Octopus Investments, joined by new investor Matt Arnold. DFJ Esprit, an existing investor, also participated. The new funding will be used for further expansion across North America as well as increasing development capabilities in data science and system integration. 

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Why All-in-One Social Media Management Systems Don't Cut It for Social Customer Service

July 15, 2014 09:20 AM by Joshua March

You are a Customer Service hero.

You lead teams of hundreds or thousands of customer service superstars, delighting customers at every turn.

You can rattle off each day’s service level for the past month and still remember it’s your wife’s birthday tomorrow.

You know the phone number for every pizza place within 10 square miles.

And you know the importance and impact social media has on your business.  You were wise to see this trend was not fading away, and becoming an integral part of our everyday lives.  You may have seen that social media’s true potential lies in the value of building stronger relationships with your current customers and letting them share the good word of your business, creating beautiful virtuous cycles.  And if you are a Superhero, you may have realized social is the most real, unbiased voice of your customer.

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Please Welcome Our VP EMEA, Julian Johns

July 11, 2014 08:57 AM by Joshua March

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I'm thrilled to officially announce the latest addition to our leadership team, Julian Johns, who as VP EMEA will continue to drive our expansion in the UK and Europe.

Julian joins us from LogMeIn, a leading provider of SaaS-based solutions for the contact center headquartered in Boston, where he was the Enterprise Sales Director EMEA.

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Have this year’s World Cup sponsors missed the goal in social engagement?

July 10, 2014 01:54 PM by Harry Rollason

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Since the last World Cup, there has been a major shift in how consumers communicate with brands - moving away from private, anonymous, one-to-one channels to public, one-to-many two-way conversations. Brands have acknowledged this and are now using social differently; the social engagement model has evolved from just likes, retweets and shares to meaningful conversations between brands and consumers.

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5 Social Customer Service Lessons from The Corporate Social Media Summit

July 01, 2014 01:04 PM by Harry Rollason

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The week before last, amidst the excitement of USA’s opening World Cup game vs Ghana, Conversocial sponsored Useful Social Media’s Corporate Social Media Summit in New York. As the official Social Customer Service Sponsor of the event, we went with high hopes of social customer service being a standout issue for many of the brands in attendance, and we were not disappointed. Although the agenda was broad, covering topics from internal structures and training to content creation and lead generation, social customer service was one of the hot topics of the event.

So with the sun set once more on the summit, what did we learn from the stellar line-up of corporate speakers? What should you take away and apply to your own social customer service strategy?

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Twitter Names Conversocial a Twitter Certified Product

June 26, 2014 02:13 PM by Mike Schneider

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We're proud to announce that Twitter today named Conversocial a Twitter Certified Product. To become Twitter certified, a product must undergo extensive evaluation — from their functionality and technical capabilities, to their customer references and company financials — ensuring they are leading quality and can best serve businesses’ needs.
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