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Conversocial teams with Hyatt to integrate with Facebook’s Messenger app to expand Hyatt’s social care efforts

Harry Rollason
By Harry Rollason on Nov 10, 2015 8:30:00 AM

- Leading hospitality brand works with Conversocial
to engage and assist guests in-the-moment -

November 10, 2015 — New York, NY — Conversocial, a Facebook Marketing Partner, has teamed up with Hyatt, a leading global hospitality company, to integrate with Facebook’s Messenger app as a new channel for Hyatt’s social care.

Messenger, Facebook's standalone messaging app, has grown 40 percent from 2014 to 2015, currently used by more than 700 million people each month[1].

Conversocial enables brands to manage and resolve social customer service inquiries. Each month Conversocial manages more than 11 million social media messages across channels including Facebook, Twitter, Google+, Instagram and YouTube. Conversocial’s new integration with Messenger is available on the Conversocial platform as a real-time chat experience between consumers and brands. 

Hyatt adopted Conversocial as part of its 24-hour Global Control Room efforts in July 2015. The company uses Conversocial so Hyatt colleagues across multiple Hyatt customer contact centers can both respond to traveler queries and also proactively engage with guests to improve their travel experience over Facebook, Twitter and Instagram. When Hyatt made the decision to add Messenger as a communication, engagement and resolution platform, the implementation took little training or time given the existing integrated platform.

“We want to build long-term relationships with our guests, and that means connecting with them throughout the travel journey in the ways they want to connect with us,” said Dan Moriarty, director of digital strategy and activation for Hyatt. “The addition of Messenger to our around-the-clock social care efforts was a no-brainer. It’s just one more channel in which we get to have meaningful conversations with guests and help them to be their best, on the road and right away.”

Joshua March, CEO and founder of Conversocial said: “The conversation is taking place on mobile and social media apps, and businesses need to be where the consumer is to assist — in the same channels and the same conversation — to help, engage and wow them. Messenger’s new Businesses on Messenger product is going to be a growing channel to do this, and it brings in many new features including transaction receipts, real-time chat and other innovations which will really serve social care – it’s reinventing live chat for the mobile, social generation and we’re excited to be one of the few partners selected to enable this new functionality and to implement it with a socially-recognized brand such as Hyatt.”

Conversocial's Messenger integration is available to all Conversocial users as part of Conversocial's enterprise social media customer service platform which is designed for contact center agents; optimized for CRM and customer service technologies; and managed for tracking, compliance and metrics.

March concluded: “Consumers don’t want to be on one platform and then told ‘please email or call us’ by the brand. They want to have the conversation where they are and resolve any problems there — brands such as Hyatt recognize this in-the-moment customer service philosophy. Hyatt’s focus and mission is centered on being there for its guests, and that certainly spans into the social world and where those conversations are taking place.”

Hyatt recently received the 2015 Skiftie Award for Best Social Media Customer Service.

About Conversocial

Conversocial (http://www.conversocial.com) is trusted by global brands in hospitality, utilities, airlines and consumer brands for customer service solutions that improve productivity and operational efficiency. The company does this by managing the flow of customer service inquiries and discussions where the customers are: on social media channels such as Facebook, Facebook Messenger, Twitter, Google+, Instagram and YouTube.

Brands including Hyatt, Sprint, Barclaycard, ConEdison, Co-operative Bank, Travelex and Google use Conversocial’s enterprise-class platform for a single view of the social customer via:

  • Comprehensive APIs that seamlessly integrate into CRM and contact center technologies
  • Resolution management on social media
  • Intelligent prioritization, so the complexity of social conversations are presented to customer service teams in a logical manner
  • An intelligent social routing system that distributes conversations based on agent specialization, rules, and agent presence to deliver the quickest and most helpful answer to the customer
  • Relevant messages from public posts, private messages and other customers, threaded into a single conversation to provide full context at a glance
  • Analytics to provide accurate, actionable insights on customer trends over time

Conversocial is a Twitter Certified Partner and a Facebook Preferred Developer. For more information, visit www.conversocial.com.

Twitter: https://twitter.com/conversocial

Facebook: https://www.facebook.com/conversocial

[1] http://www.statista.com/statistics/258749/most-popular-global-mobile-messenger-apps/

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