Thoughts on the latest social news from the
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Best Practice Webinar: Should your organization use a dedicated Twitter account for customer service?

October 17, 2014 09:04 AM by Harry Rollason

A common question among customer service professionals is whether companies should deliver social customer service from their primary Twitter handle, or if they should have a dedicated service handle.


In this 20 minute webinar, we take a look at the pros and cons of both approaches to give you the information necessary to make the right decision for your company.

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The effect of the 2014/15 NFL American Football Season on e-commerce and retail companies

October 15, 2014 12:50 PM by Bryan Brennan

Are you ready for some (American) Football?!

With Week 6 already gone, and Week 7 approaching, football season is well and truly under way. So what role does social media or social customer service play in all of this?

An important one, for sure. I often take to Twitter to vent, consolidate and congratulate my team depending on the result. Whether my team is doing well or poorly, I want to show my support. How do I do that?  Easy - I jump online to  NFLshop or Amazon to shop for a t-shirt, jersey, etc. Or I could go into the store and get my #74 Nick Mangold jersey (Yes, I’m a Jets fan, and I’m proud to shout/tweet about it).

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17 Statistics That Show Social Media is the Future of Customer Service

October 10, 2014 10:45 AM by Mike Schneider


Millions of people are taking service issues to social media channels as their preferred communication route. These questions and complaints are public, and the only real question for businesses is how - not if - they will respond. Listening is no longer an end, but rather a means to evaluating where you need to engage.

To celebrate the release of the Third Edition of the Definitive Guide to Social Customer Service, here are 17 statistics that show social media’s rise as a customer service channel and its bright future.

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Video: How Hertz Provides 24/7 Social Customer Service Globally

October 08, 2014 11:44 AM by Mike Schneider

The winter holidays bring families together. The travel industry makes these reunions a reality.

During the last months of the year, delivering a customer experience is all the more essential in the ultra-competitive travel and transportation markets. Nearly 30% of Americans traveled 50 miles or more during the 2013 holiday season (between December 21 and January 1), the highest number ever recorded. The AAA says that 91% of these travelers (85.8 million) traveled by automobile. The stakes will be higher than ever during the 2014 holiday season.

Even in the holiday spirit, there will no doubt be customer service issues—lots of them. Today’s customers expect service wherever they reach out, especially if they’re away from home. Nearly 10% of these customers are likely take their customer service issues to social media during their travels. This number rivals the number who would directly contact their travel agent.

As a result, it shouldn’t be too much of a surprise that leading rental car service Hertz now has nearly 10% of its conversations with customers over social media. What truly makes Hertz the leader in their industry though, is their ability to quickly and effectively answer these questions 24 hours a day, seven days a week across 4 rental car brands in 140 countries with 11,000 locations globally.

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Conversocial and Cirrus one step closer to unified queue

October 01, 2014 04:00 AM by Alex Harvey


Contact Centre Expo 2014 sees the unveiling of a new partnership between Cirrus, the best of breed operator in the Cloud Contact Centre (CCaaS) Market and Conversocial, the leading social customer service solution.

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Webinar: Boost customer satisfaction and loyalty through customer engagement, ft Royal Mail and Gumtree

September 30, 2014 11:18 AM by Harry Rollason

Customers have higher expectations for the quality and speed of responses they receive from companies than ever before over social media. However, achieving an integrated, authentic and efficient responsein order to boost customer satisfaction and loyalty—remains a challenge for many.


With this in mind, we have teamed up with Useful Social Media to present a 45 minute best practice webinar alongside Royal Mail and Gumtree.

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3 reasons why you need threaded conversations for Social Customer Service

September 24, 2014 09:19 AM by Anthony Thomas

To guarantee actionable insight, workflow efficiencies, and a positive agent experience, you need a platform that ensures that only relevant interactions from the same customer are grouped together – separating a customer’s conversational engagement with your brand’s marketing from an ongoing service issue.


Conversocial employs this threaded approach to aggregate only relevant interactions, in addition to its inbox workflow, prioritization, and automation, to ensure that agents are able to identify and action service issues seamlessly.

Below are three main advantages of Conversocial's unique Conversations workflow.

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Are words on social media set in stone?

September 23, 2014 07:16 AM by Alex Harvey


If you’re in the UK at the moment, or have any connection to Scotland at all, you will be aware that a vote on independence just took place. The movement failed - Scotland will remain a part of the United Kingdom, as it has been since 1707. The campaign has been a long process, with opinions strongly divided and no love lost along the way. Will the two sides be able to shrug off the event and return to the daily grind with no hard feelings? For celebrities and other prominent figures, social media activity over the last few days suggests not.

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Webinar recording: How to navigate your social customer service journey

September 22, 2014 10:20 AM by Harry Rollason


In today’s connected world customers are more demanding than ever when it comes to receiving customer service over social channels. Organizations are responding to this by deploying social media as an official customer service channel in the contact center - but they don't get there overnight. It is a long and sometimes difficult process. 

In our industry experience, we find that it's helpful to think of this journey as happening in three stages.

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Announcing the New Definitive Guide to Social Customer Service

September 17, 2014 07:28 AM by Mike Schneider


There’s a certain irony in writing a definitive guide to something as fast-evolving as social customer service.  A lot has changed in the past month for social customer service––let alone the past year, when we published the previous edition of the Definitive Guide to Social Customer Service.

When we first wrote The Definitive Guide to Social Customer Service a couple of years back, we spent a good bit of it explaining what social customer service is. By the time we published our second edition of the Definitive Guide last year, folks understood what social customer service was but needed help rallying the rest of their organization behind the cause.

In order to keep pace with changes in the industry, we’ve decided to make the Definitive Guide to Social Customer Service a living, breathing document available online as a content you can link and share rather than just another eBook available for download (though you can still download a eBook of the guide if you prefer!)

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