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In last weeks blog we discovered that, compared to two years ago, people are more likely to get in touch with customer care teams through private Social Messaging channels, such as Facebook Messenger and Twitter DM, than public ones. We continued our investigation, to see if such a pattern exists across a number of industry sectors.

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Message Volume Trends Across Private and Public Channels - Part II

By Xinglong Wang
Jun 26, 2018, 3:17:00 AM
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We recently published an article in which Volaris Airlines has demonstrated that Social Messaging was not only 83% more cost effective, but also drove up customer satisfaction at the same time. Following on Volaris’ positive experience with their launch of Messenger Customer Chat, we became curious if customers as a whole are more likely to contact customer care teams through private social channels like Facebook Messenger and Twitter DM, rather than public ones.

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Message Volume Trends Across Private and Public Channels - Part I

By Xinglong Wang
Jun 21, 2018, 6:33:28 AM
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While plenty of evidence suggests that digital care reduces costs and increases shareholder value, most companies are still very much in the infancy of their Social Messaging journey. In a 2016 study, McKinsey found that while more than two-fifths of service interactions with companies begin on an e-care platform, but only 15 percent are digital from start to finish.

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Why do Some Businesses Struggle to Adapt to Digital Customer Care?

By Harry Rollason
Jun 19, 2018, 2:07:00 PM
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We are excited to announce that, based on customer ratings and review, we have been identified as a leader and high performer in several categories under the Social Customer Service sector on G2 Crowdthe world's leading business solution review platform.

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Conversocial Rated Leader in Enterprise Social Customer Service Software

By Jason Valdina
Jun 14, 2018, 12:49:40 PM
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Whenever it seems that customer expectations can’t rise any higher, they do. Our 'State of Digital Care' report found that 81 percent of consumers have higher digital customer service expectations in 2018 than they did the previous year.

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How AI, VR, and IoT are Redefining the Hospitality Industry

By Seleah Gardiner
Jun 12, 2018, 9:54:07 AM
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Over the past six months, you may have noticed a little blue Messenger widget appearing on brands websites. From Volaris Airlines to Argos, brands are leaning into the power of Messenger Customer Chat as customer care channel.

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Will Messenger Customer Chat Replace Live Chat?

By Harry Rollason
Jun 1, 2018, 8:02:00 AM
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Earlier this month I was at F8, Facebook’s annual developer conference, in San Jose. I’ve attended pretty much all of these conferences, back from when the Facebook Platform was primarily about Farmville and throwing sheep at each other (remember that!?). What a long way we’ve come since then. It was especially great to see the Conversocial logo up on stage in the keynote as a key Messenger partner, for the third year in a row.

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Messaging is Taking Over Customer Care

By Joshua March
May 29, 2018, 12:20:07 PM
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Ten years ago, smartphones were in their infancy. Snapchat, Uber, and Airbnb didn’t exist and private space companies were still the purview of science fiction. Where might we be in another 10? Or how about just five?

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How Will Brands Support Consumers in 2023?

By Harry Rollason
May 16, 2018, 6:15:00 PM
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Messaging proves to be 83% more cost effective while driving higher customer satisfaction in our latest case study with Volaris Airlines. 

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The Social Messaging Advantage Pays Off for Volaris Airlines

By Jason Valdina
May 4, 2018, 2:54:02 PM
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