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Customer Wins and Global Expansion Fuel Conversocial Growth In 2014

Harry Rollason
By Harry Rollason on Nov 4, 2014 9:01:00 AM

More than 200 enterprises are now using Conversocial to engage with customers and revolutionize the customer contact center.

NEW YORK and LONDON, Nov. 4, 2014 – Conversocial, a leading provider of cloud-based social customer service solutions, today announced substantial corporate milestones as more global corporations embrace social customer service in the contact center. Over the past 12 months, Conversocial expanded its global office presence and recorded significant new client wins across the UK, Europe and North America. The company continues to expand its global executive team and innovate as firms worldwide look for enterprise customer service applications, designed social first, to revolutionize customer engagement on a large scale.

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Social customer service is rapidly maturing as customers search for a more thoughtful way to engage with corporations and improve the quality of interaction and resolution over traditional communications methods such as email and phone. According to OnePollResearch, 65% of consumers believe social media is a better way to communicate than through a phone call with a customer service representative. Global firms have recognized how social media channels have revolutionized the relationship with the customer and are transforming their contact centers to ensure social media communications receive the same respect, rigor and robustness as traditional channels.
To meet the increased demand for social customer service solutions, Conversocial is actively hiring enterprise sales people in the US and UK to keep pace with the unprecedented growth in Conversocial’s business. During the past 12 months, Conversocial has signed 107 new clients, bolstering its impressive global roster to more than 200 enterprise clients including Google, Hertz and Publishers Clearing House. In addition, Conversocial has expanded its offices in New York and London to meet increased customer and market demand, added seasoned executives and support staff across the US and EMEA and is investing in research and development to drive their competitive edge and increase customer value.

Global corporations such as Hertz are deploying Conversocial’s enterprise-class social customer service platform to deliver real-time performance management, a multichannel view of the customer and large-scale routing and workflow. “For Hertz, social customer service isn’t just an opportunity to react to incoming social inquiries, but to achieve a more accessible and personal level of service. We recognized that social was becoming the predominant channel for our customers and realized we needed to be part of the conversation,” said Laura Smith, Senior Director Customer Care, North America at Hertz.

“As social media matures, customers are increasingly turning to these channels as their first step to communicate with corporations and the social customer service industry is responding to this trend by providing resolutions to these customer interactions” said Joshua March, CEO and Founder of Conversocial. “Conversocial is perfectly positioned to respond to these developments and we’ve experienced tremendous growth in the past year as we established the industry standard for best-in-class social customer service. With the investments we are making in top industry talent and new developments, we are excited for the next stage of our growth.”

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About Conversocial

Conversocial is a leading provider of cloud-based social customer service solutions. Our enterprise-class platform helps global brands revolutionize customer experience, enhance agent productivity and improve operational efficiency by managing the flow of customer service inquiries and discussions on social media channels such as Facebook, Twitter, Google+, Instagram and YouTube. Our clients are able to securely transform their contact centers by creating a personal service culture that integrates proven customer service processes with new technology and channels. With analytics to provide accurate, actionable insights on customer trends over time and comprehensive APIs that seamlessly integrate into CRM and contact center technologies, we provide a single view of the customer that drives unmatched engagement and brand loyalty. The largest global firms including Google, Hertz and Barclaycard turn to Conversocial to reduce costs and create the most inclusive customer service experience possible. For more information, visit www.conversocial.com.


Media Contact:
Eric Hazard
Articulate Communications
(212) 594-5502
ehazard@articulatecomms.com

Topics: Industry News, Social Leaders

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