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Rachel Tran

Rachel is an online media and content writer behind one too many Twitter accounts. She is interested in writing, fashion & technology, running, food and travel. She is an active user in all things social media; currently addicted to Instagram and obsessed with taking pictures of her dinner.

Season’s Greetings everyone! 2013 was the year that social customer service finally took centre stage, being recognised as a fundamental part of the customer journey that is here to stay; something Conversocial has been advocating for the last few years.

As the year draws to a close, we look back at some of our greatest successes of 2013.

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A Snap Shot of Conversocial’s 2013: What a Year!

By Rachel Tran
Dec 24, 2013 8:25:00 AM
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Last week, amongst the madness of Thanksgiving, members of the US Conversocial team dedicated an afternoon to help out at their local food bank.

The day consisted of battling hectic pre-holiday transportation to Harlem where the name of the game was to help repack donated food and household goods.

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Conversocial in the Community - Food Bank for New York City

By Rachel Tran
Dec 3, 2013 12:47:00 PM
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Customers are increasingly reaching out to brands over social media to resolve service inquiries. To offer the highest level of service, leading brands are bringing social into their contact centers and enabling live agents to respond directly over social channels.

Training customer service for social media presents a number of unique challenges, while the public nature of social leaves little room for error. Leveraging the experience of 150+ successful social customer service integrations, Conversocial presents this free instructional webinar for brands preparing to train their customer service agents and managers for social media.

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Free Webinar: Social Customer Service, You Know the Why, Here's the How

By Rachel Tran
Dec 3, 2013 11:51:00 AM
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Congratulations are in order for Conversocial customer Tesco who has been awarded the ‘Most Effective Use of Social Media’ from the Customer Contact Association.

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Tesco Awarded CCA’s Most Effective Use of Social Media Award 2013

By Rachel Tran
Nov 27, 2013 10:52:00 AM
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Last month Conversocial was headline sponsor at The Social Media for Customer Service Summit - New York. The summit attracts 150+ attendees who gather each year to discuss the latest best practice for the social media customer service community. 

At the event we were lucky enough to be joined by one of our clients, Laura Smith, Senior Director of Customer Service at The Hertz Corporation. Laura presented with representatives from T-Mobile and Walgreens, where they addressed how to break through social noise to identify and prioritize mass communication, ensuring an efficient real time response.

After the summit we asked Laura about her journey and experiences using social media as a customer service tool. This is what she had to say.

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Client Insight: Laura Smith, Senior Director of Customer Service at Hertz, on their social media customer service journey

By Rachel Tran
Nov 18, 2013 8:49:00 AM
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Last week saw Conversocial customer Avea crowned as the Best Customer Service in Social Media at theTurkish Call Centre Awards.

The awards recognise excellence within the Call Centre industry, bringing to light global developments and trends within Turkey.  Avea, the youngest and most innovative mobile operator in Turkey - with a customer base of nearly 14 million - took home three awards on the night.

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Avea Awarded ‘Best Social Customer Service’ at the Turkish Call Centre Awards 2013

By Rachel Tran
Oct 31, 2013 10:47:00 AM
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