Conversocial CROWDS Enables Businesses To Integrate Brand Ambassadors Into Wider Customer Service Efforts Through Peer-to-Peer Resolution
(New York and London – December 6, 2016) Today Conversocial, a leading social customer engagement platform, released its Android app for CROWDS, the first community powered social resolution tool for business. Originally launched for web, CROWDS leverages the knowledge of thousands of brand experts, enabling businesses to handle more incoming traffic in-the-moment, at scale, and at a lower cost while providing consumers with a personalized customer service experience over Twitter.
CROWDS’ peer-to-peer resolution platform integrates seamlessly with Conversocial’s core platform to automatically distribute actionable social customer conversations between a company’s brand experts and customer service and technical support agents. Through the CROWDS platform, brand experts can easily filter incoming Twitter queries based on their expertise and select the issues they’d like to resolve. Global companies use CROWDS to complement their in-house customer support solution by empowering their most knowledgeable brand ambassadors to proactively assist in handling relevant customer queries.
“We’re excited to be launching Conversocial CROWDS as a mobile app for Android which will enable businesses to maximize the expert communities that have become such a critical component of their customer service efforts by empowering their best brand advocates to resolve customer queries seamlessly, at their convenience, and in-the-moment,” said Conversocial CEO Joshua March. “We’ve seen time and time again how impactful CROWDS can be for service functions, including faster resolution and more positive customer sentiment. Today’s social, mobile customers expect more, quickly and with a human touch—and the peer-to-peer customer service model done right has proven to be a huge advantage to businesses and consumers alike.”
The new CROWDS for Android app will make it possible for brand experts to resolve social customer service issues faster than ever by simply accessing them on their mobile device. Conversocial is dedicated to helping brands meet consumers where they are, on the channels they own—so the evolution of CROWDS from web to mobile is a natural extension of in-the-moment social customer care.
CROWDS Key Features:
- Distribute: Route prioritized, actionable social conversations to your brand experts using CROWDS to deliver unified resolution.
- Inspire: Brand experts earn points for quality replies from peers, and track performance on a leaderboard.
- Manage: Our Professional Services team guide onboarding, training and best practices to leverage your brand experts.
- Measure: Compare ROI across all community channels and measure brand experts’ performance and activity metrics.
- Unleash: CROWDS can be accessed by any Web browser around the world, and now through the CROWDS mobile app for Android. iOS mobile app coming soon.
Conversocial is the platform of choice for hundreds of global brands, enabling them to engage their customers in real-time across multiple channels including Facebook Messenger, Twitter, SMS, Instagram, Google Play Store Reviews, YouTube, and more in order to support in-the-moment resolution, at scale.
Conversocial is a leading customer engagement platform for today’s always-on mobile, social customer. Delivering a unified approach to a new generation of customer interaction, Conversocial enables hundreds of global brands including Hyatt, Sprint, Tesco, Alaska Airlines and more to ensure they are supporting in-the-moment resolution, at scale, to drive profitable and lasting relationships. Socially empowered consumers have a voice and a choice, requiring brands to engage across multiple channels including Facebook Messenger, Twitter, SMS, Instagram, Google Play Store Reviews, YouTube and more, while offering seamless consistency and cohesion. Conversocial creates a clear path for engagement that combines best-in-class technology and world-class services.
Conversocial is a Twitter Certified Partner, Official Instagram Partner and a Facebook Preferred Developer. For more information, visit @conversocial / www.conversocial.com.
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To read more about Conversocial CROWDS head here.