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We can all agree that customer service has changed dramatically over the past few years. The same tried-and-true rules and strategies just don’t apply anymore. And we see that companies who don’t adapt quickly will get left behind. Who is changing the game? The customer, whose tactics, rules and beliefs are different than ever. Here is what you need to know about the new wave of customer empowerment:

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The New Wave of Customer Empowerment: What You Need to Know

By Harry Rollason
Jul 20, 2016 11:33:00 AM
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It seems like only yesterday when Facebook emerged, bringing about the social media revolution. While many (like Myspace) tried to push the idea of social onto the world, Facebook seemed to have the community that enthralled people, and made them want participate in the newest digital hub. In the decade that followed, new channels such as Twitter, Pinterest, Instagram, Linkedin, and others have brought new elements to the table. However, only with the onset of Snapchat, Whatsapp and Facebook Messenger has the space been truly redefined.

What’s new about these channels of course is privacy. Whatsapp and Snapchat were created for direct communication. There is no newsfeed or timeline. Nobody sees what you write unless you are writing directly to them, and shares are virtually untraceable. These channels can be anything from Whatsapp to Snapchat, to email, Facebook Messenger, secure browsing and even organic search. Studies show that 70% of all social shares are private. This shows private messaging channels are becoming more relevant to the average social media user, maybe more so than traditional social media avenues.

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How Private Channels are Changing Communication as we Know it

By Harry Rollason
Jun 30, 2016 7:47:00 AM
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This week we sat down with Conversocial CEO Joshua March to learn how brands can use Google Play Store reviews as a powerful service channel.

Read below for a transcript, or watch the video above. 

Spotlight

Spotlight: Is the Google Play Store Your Next Service Channel?

By Mike Schneider
Jun 27, 2016 8:22:00 AM
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As we all know, we are living in a digital world. A defining characteristic of this digital transformation is the technology we are seeing everywhere, most obviously, in the social realm. Even if we are not immersed in the technology industry, we can’t ignore how social media has transformed our everyday social interactions, both between individuals as well as between consumers and brands.

In terms of social media for business, the field started off focusing on marketing. However, after realizing the potential in other areas such as customer service, client relations, etc--smart business owners have adapted to make social a priority across multiple departments.

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Social Media Risk Management: How to Evaluate your Liability before it's too Late

By Harry Rollason
Jun 21, 2016 10:36:00 AM
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In this week's Spotlight, Product Marketing Manager Jaclyn Fu discusses how marketing and customer service teams should work together on social.

Read below for a transcript, or watch the video above. 

Spotlight

Spotlight: How Marketing and Customer Service Teams Should Work Together on Social

By Mike Schneider
Jun 13, 2016 7:45:00 AM
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Regardless of what you may think, social media did not invent the concept of proactive customer service. In fact, it has existed for quite some time. In essence, proactive customer service is the concept of helping people with their problems far before they reach out to you with queries or complaints. This way, you are seen as being in tune with their needs, rather than just looking to put out fires.

Prior to the advent of social media, companies used proactive customer service in the form of FAQs, forums, informative videos and more. These methods worked wonders. In fact, according to Enkata, preemptive customer service increased retention rates between 3-5%. Furthermore, Incontact reports that 87% of customers don’t mind being contacted by customer service personnel prior to any issues ever coming into fruition.

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How to Deliver Proactive Customer Service for Today's Social Consumers

By Tamar Frumkin
Jun 10, 2016 10:14:00 AM
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This week we sat down with Mat Munro, Conversocial's VP of Product, to discuss how companies can extend the reach of their forums and communities by enabling their most dedicated customers to resolve their peers’ issues on social. 

Read below for a transcript, or watch the video above. 

Spotlight

Spotlight: Resolution Revolution — Peer to Peer Resolution on Social

By Mike Schneider
Jun 8, 2016 9:19:39 AM
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Messenger is an emerging digital channel for brand-consumer communication that represents the inevitable shift away from the boring traditional support offered by companies today. I don’t think it's necessary to tell you why it’s vital to embrace Messenger within your customer support stack; that’s been covered at length and supported with numerous outlets of research and analysis.

Instead, this is aimed towards the companies who understand the need to get started but just don’t know how to take that first step. Every business is different and face unique obstacles when incorporating a new customer contact channel. The phases below are a recommended starting point that can be customized based on your internal operations, challenges, agent resources, social media solution etc.

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Don't Get Left Behind: Four Simple Phases towards Adopting Messenger Customer Support

By Glenn Pacitti
Jun 6, 2016 9:34:00 AM
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