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Harry Rollason

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Harry Rollason

Harry is the Marketing Director at Conversocial where he helps drive highly compelling and differentiated marketing initiatives. Now residing in NYC he is also passionate about food and Arsenal FC.

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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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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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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In the last year alone the customer service landscape has evolved significantly, truly undergoing its own digital transformation. The maturation of digital channels, and the consumers that use them, has given rise to the natural evolution of social messaging. Social messaging is a true disruptive opportunity for brands and will continue to be so throughout 2018!

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Infographic: The State of Digital Care in the Era of Social Messaging

By Harry Rollason
Apr 20, 2018 9:41:59 AM
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52 percent of consumers say they are likely to complain publicly if customer service did a poor job resolving their problems. 88 percent of consumers say they avoid brands based on bad things they hear on social media.

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Why CMOs Must Become Chief Advocates of Social Messaging Customer Support

By Harry Rollason
Apr 13, 2018 9:27:03 AM
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After helping hundreds of organizations develop tens of thousands of digital support agents, we can say with confidence that the best social, mobile support teams aren’t born – they’re made.

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5 Steps to Building the Social Messaging Support Team of the Future

By Harry Rollason
Apr 4, 2018 4:19:40 PM
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Modern consumers are flush with choices. They comparison shop, use aggregator sites like Amazon and TripAdvisor, and 54 percent of consumers prefer to shop with companies that offer messaging support via SMS, Facebook, Twitter, and WhatsApp. It’s mobile, it’s familiar, and it’s the future.

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How to Promote Messaging as a Support Channel

By Harry Rollason
Mar 21, 2018 6:45:00 AM
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Last year, the customer service industry was rife with talk of chatbots and AI. Whilst these developments further the ability for brands to offer efficiency at scale, channel adoption is still a key driver to digital care success. This year, brands should be taming both technologies and platform expansion, organizing their digital support around tentpole platforms like Facebook Messenger.

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Digital Customer Support Trends for 2018

By Harry Rollason
Mar 6, 2018 10:38:00 AM
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Not long ago, many brands began burying their contact information behind interactive FAQs.

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Is Your Contact Page a Profit or Cost Center?

By Harry Rollason
Feb 28, 2018 3:47:00 PM
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