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Tamar Frumkin

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Tamar Frumkin

Tamar is the Brand/Content Marketing Manager at Conversocial, a cloud-based social media customer service solution. Her experience spans fashion tech, ad tech and B2B SaaS with a focus on strategy, content and branding.

Are companies better off serving their customers with self-service and automation or on the path to becoming cold-blooded automatons. Where is the balance?

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The Automation Dilemma: Scaling Innovation or Building Walls of Discontent?

By Tamar Frumkin
Feb 1, 2017 3:45:29 PM
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The travel industry is experiencing many changes, mostly because of their rapidly changing customers. The empowered traveler demands more, through multiple channels. Many travel agents, hotels and airlines are adapting as well to serve these always-on social, mobile travelers.

(Read more about how your favorite airlines measure up to new customer expectations.)

Currently, 50% of hotel companies make it possible to book directly on their Facebook page with a widget or booking engine. The majority of these interactions are still with a human agent but bots are completing basic transactions and answering frequently asked questions. The more advanced, #SocialFirst brands have live agents available on Facebook and other social channels 24/7. They are making digital and social customer service work for them, not against them.

Let’s explore 3 ways that customer service helps the new empowered traveler:

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3 Ways Customer Service Helps the Empowered Traveler

By Tamar Frumkin
Jan 5, 2017 4:46:29 PM
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We are living in the middle of a digital, social revolution. These words may not resonate as strongly inside of your being as they should, since this message has been trumpeted for years. Warning bells are awakening our society to embrace the rapid technological changes to our lives, while reminding us to savor the remnants of old school, human service and engagements that we may in fact be taking for granted.

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3 New Stats You Need to Know About Social Customer Service

By Tamar Frumkin
Nov 14, 2016 3:52:12 PM
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There are undeniable trends in the way customers relate to brands over Social:

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The 5 Types of Customer Personas You Will Find on Social

By Tamar Frumkin
Oct 28, 2016 3:42:33 PM
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It may happen to you. And it may happen at the most inopportune time. Perhaps you’ll be flying to meet an important client, headed to a best friend’s wedding, your dream vacation, or heaven forbid, a loved one in need. Travelers are some of the world’s most vulnerable customers and this new trend of IT outages by some of our most trusted airlines has surely impacted flyers in a very personal and upsetting way.

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What Airline Outages Tell Us About Social Customer Care

By Tamar Frumkin
Sep 29, 2016 1:46:34 PM
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Jack Threads is one of those innovative brands that were "born in social". Their founders immediately understood the value of Social Customer Service and engaging with their customers on the channels they preferred - social and mobile channels. #SocialFirst status (learn more in our Social Maturity Index) is something that Conversocial’s solution helped them achieve.

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Webinar: Learn from JackThreads & Twitter How to "Grow Up" Your Social Customer Service

By Tamar Frumkin
Sep 23, 2016 5:21:55 PM
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Messenger seems to be unstoppable. Not only have they passed the 1 billion user benchmark, but they are adapting at lightning speed to become the most convenient, service-friendly and useful social service channel possible. This week Facebook announced even more changes to Messenger that are relevant for brand/customer conversations.

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4 Must Have Messenger Updates for Better Customer Service

By Tamar Frumkin
Sep 20, 2016 2:21:00 PM
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Meeting the needs of customers whilst running a successful business can at times give rise to a number of challenges. These include expected response times, finding the right tone of voice to suit your client base, and adopting multi-channel strategies with unified conversation threading.

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The Challenges of Customer Service on Social Media and How to Overcome Them

By Tamar Frumkin
Sep 13, 2016 12:47:25 PM
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Facebook Messenger is continuing to raise the bar on customer engagement and customer experience. As more and more brands are onboarding Messenger into their digital customer relationship plans, Facebook is implementing certain “rules” to ensure that the customer experience isn’t put into jeopardy and that brands can really transform this messaging app into the number one service channel. Facebook has over 1 billion users to serve, and it seems they are doing everything right to ensure that engagement does not decline with the insurgence of bots and customer care, but rather that the experience thrives.

Brands who are adding Messenger to their suite of service channels are experiencing amazing gains in service volume and performance on important metrics such First Response Times.

Read on to learn how to navigate through Facebook’s newest release of specifications for brand engagement on Messenger. Below we’ve outlined the 5 most important takeaways from the new platform policies.

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5 Things You Need to Know about Messenger’s New Rules of Engagement

By Tamar Frumkin
Aug 17, 2016 7:01:00 AM
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