Conversocial Blog


Tis the Season for Help On Social

November 27, 2015 02:00 PM by Kristin Shevis

Today is officially Black Friday, the busiest shopping day of the year. Giving is a key part of the holiday season and an interesting new class of folks who give their expertise has arisen in the social sphere. Just recently, Google quietly introduced an innovative program called Help On Social, which leverages the knowledge of its Top Contributor program to provide support for Google consumers.


Essentially these Top Contributors are providing the first peer-to-peer support model on Twitter. Using #gHelp to identify questions related to Google products, consumers can now Tweet and their questions will be directed to the appropriate expert versed in Gmail, Chrome, Nexus, YouTube, etc. to provide an answer.

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Conversocial is Proud to be an Official Instagram Partner

November 23, 2015 05:48 PM by Joshua March


Instagram has recently passed the 400 million user threshold, so the launch of their strategic partnership program couldn’t be more timely. Instagram has quickly risen to become one of the top social channels for brand engagement. According to Forrester, Instagram’s engagement rate for brands is 4.21 percent (58 times more engagement per follower than Facebook, and 120 times more engagement per follower than Twitter). Top brands that are getting it right on Instagram receive an average of 216 comments, with 50 percent of comments being posted in the first six hours and 75 percent posted in the first 48 hours

Following in Facebook’s steps (Instagram’s adopted parent), Instagram recently introduced their select list of official partners, which we’re excited to be in. Instagram realize that community management and customer service are essential components of effective brand management on the platform. And this program distinguishes that our solution was built for scalable, conversational engagements with customers.

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Airlines, Are You Flying People, Or Planes?

November 19, 2015 06:44 PM by Lia Winograd

Historically, airlines have struggled to break even. The economic atmosphere improved this year, resulting in an inverse relationship for customer service. How sustainable is this growth? Can airlines afford to forget about the customer even for a second?

Large Numbers, Small Margin.  

When we think about airlines, we think big stuff. A $787 billion dollar industry, flying 3.3 billion passengers for thousands of miles across the globe, with more than 1,400 new aircraft, creating 57 million jobs.

But when we get to the bottom line, the average profit an airline makes on each passenger is a mere $8.27 dollars, equivalent to roughly a 4% operating margin. That means that when you spend $200 dollars on a plane ticket to visit your family over holiday break, your airline retains profits big enough to afford two Double Whoppers at McDonald’s. And that profit is at an all-times high. 

Compare this to other industries, like telecommunications and banking, where companies make margins of 11% and up to 15%, respectively. 

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Air New Zealand talks Social Customer Service

November 17, 2015 02:46 PM by Harry Rollason

Social customer service has now reached a level of maturity where it is common for consumers to seek a resolution over social media before turning to more traditional channels. The airline industry is no exception. I dare you to look up tweets aimed at an airline, there will be a list of lost baggage complaints, frustration over delays and service questions.

When you tweet a retailer, a hotel or your insurance provider, fast resolutions are important but there is some leeway for response and resolution time. For the airline industry, however, being there for your customers by providing real-time service and issue resolution are a must.

Airlines can face serious repercussions and reap painful dissatisfied sentiment online if they alienate their customer base. Even those that offer partial 9-to-5 service, but not 24 hours a day/7 days a week, risk these consequences from customers flying outside these hours of operation.

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Insights from Conversocial Customer Advisory Board: Humanity at Scale

November 12, 2015 01:35 PM by Paul Johns

A few times a year we gather together a select number of our customers who are #SocialFirst enterprises in one room, creating a sort of think tank about the current state of and future of social customer service. These Customer Advisory Boards (CABs) consist of brands from an array of industries, but all with the same goal - to provide outstanding social customer service. In October we hosted CABs in New York and London. This environment always fosters inspiration within our organization, and this meetup was no exception.

The main themes that presented themselves over and over were people, process and, of course, tech. One overarching topic seemed to weave in and out of all of our conversations - humanity at scale. As customer experience is becoming the main competitive differentiator, companies are hustling to create an environment that is convenient yet inviting to their customers. The human touch is the disruptive chord that resonates with customers and creates a distinctive experience.

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Conversocial Powers Social Customer Care on Facebook Messenger

November 10, 2015 01:30 PM by Jaclyn Fu

The social, mobile customer is evolving. With the removal of Twitter’s Direct Message character limit and the rise of messaging mobile apps, the trend is already moving away from public venting to private, meaningful resolutions on social. Now at over 700 million users on Facebook Messenger, messaging is quickly becoming one of the few things that people do more than social networking.

As a Facebook Preferred Developer, we are excited to announce that we are one of the select partners to offer a new integration with Facebook Messenger to bring you in-the-moment, personal, secure customer care at scale.

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Insights from #CSMCS

November 4, 2015 01:54 PM by Harry Rollason

Having been a partner of Incite Group’s Customer Service Summit since its inception, I came expectant to what 2015’s conference would have in store.

For me, the key theme of 2014’s summit was centered around who owned social customer service internally. Be it marketing, customer service, communications and PR or a hybrid of all three. A topic that I personally feel is well discussed. Who “owns” social service doesn’t really  matter to the customer, rather just that it happens. Therefore it was great to hear how the debate had moved on, becoming more developed around end-to-end strategy.

A Mature Social Service Experience

Over the last year not only has the customer’s expectations changed, but social has matured requiring the same disciplines as traditional channels. In the age of the empowered customer, having a well thought-out and strategic approach to social customer service is critical. Customer service is finally being unlocked as a brand-building powerhouse. No longer seen as begrudged cost and necessary evil, big and small companies from all industries are finding ways to use service to differentiate themselves. We all know this...none of this is new...but what became clear over the two days are that challenges still exist.

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From check-in to touchdown: how social is changing the passenger experience

November 3, 2015 02:04 PM by Anthony Thomas

From check-in to touchdown, airlines passengers are inherently pressed for time. At various points throughout the passenger experience, usually starting 24 hours before takeoff, time sensitive deadlines are signposted for check-in, clearing security, boarding planes and making onward connections. It’s therefore not surprising that many passengers prefer to turn to social for speedy minimal-effort customer service when things start to go wrong with their itineraries.

Conversocial recently led roundtable discussions with executives from 50 global airlines at Simpliflying’s Innovation Lab, focusing on the trends, challenges and best practices associated with resolving service issues for passengers through social media.

Attendees comprised representatives from 50 global airlines, including American Airlines, Aer Lingus, Air New Zealand, Qatar Airways, and Singapore Airlines.

Below are the top takeaways from those discussions:

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Why financial services have to embrace the Social Customer

October 27, 2015 01:14 PM by Thomas Miller

Winter Is Coming. And So Is Social Banking. Millennials are just about done being weaned off their parents’ bank accounts.  So what are they bringing to the bank? Social.


Today, we are already seeing forms of what is to come next for financial services: social banking. It started with at home banking in the 80’s that sparked the revolution of change. Customers were able to use a phone line to conduct banking services, without requiring them to leave their home. Just a decade later, the introduction of the web gave rise to online banking in the 90’s. This took at home banking one step further by providing customers with a more accessible platform to conduct banking services. Smartphones transformed that step into a leap by providing mobile banking in the 2000’s.

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5 Key Takeaways From TechnologyAdvice Expert Interview

October 15, 2015 02:14 PM by Harry Rollason

Paul Johns, the CMO at Conversocial, was a recent guest on the TechnologyAdvice Expert Interview Series. The series, which is hosted by TechnologyAdvice’s Josh Bland, explores a variety of business and technology landscapes through conversations with industry leaders.

In this episode, they discuss whether or not companies are proactive or reactive with their social media marketing software, the social customer, and the impact of social on the enterprise.


Below are Paul Johns’ five biggest insights from the conversation.

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