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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.

In 2013, Cyber Monday made its mark on the British retail scene like never before. As retailers slashed prices by up to 75% for 24 hours only, bargain hunters flooded online to continue Christmas shopping. Leading brands recorded their best ever sales day - including Amazon UK who reported 4.1 million sales, at an astonishing rate of 47 items per second.

The surge in sales is clear, but how does this affect demand for social customer service?

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A Social Cyber Monday: How Far Have Retailers Come?

By Rachel Tran
Jan 13, 2014 7:51:00 AM
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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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Social is without a doubt the fastest growing resource brands have at their disposal. And within social, direct engagement on channels like Facebook and Twitter are an increasingly powerful way to influence customers during the buying process.

A rapidly growing number of businesses understand that delivering a good customer experience is essential. Research we conducted with New York University last year showed that a staggering 88% of people are less likely to buy from a company if they go onto a Facebook page and see that the brand is not responding to customer complaints and questions. But still, 50% of retailers fail to resolve real customer issues on Facebook and Twitter within 24 hours.

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Free Webinar: The 12 Days of Social Customer Service

By Rachel Tran
Nov 14, 2013 9:03:00 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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As Britain spent the weekend bracing itself for the arrival of the storm on Monday, this morning the only thing that seemed worth worrying about was how commuters were going to get to work with the majority of train operators around the country calling a halt to services.

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Commuting Comes to a Standstill as #UKStorm13 Hits: Has Social Customer Service Helped The Situation?

By Rachel Tran
Oct 28, 2013 11:24:00 AM
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