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Conversocial Upgrades the Industry to a New Standard of Social Customer Service

Paul Johns
By Paul Johns on Sep 9, 2015 8:30:00 AM

New capabilities built to serve the mobile, social customer at scale.

Today at the Gartner Customer 360 Summit in San Diego, Conversocial unveiled new features in its enterprise social customer service platform that upgrade how companies can resolve complex customer issues over social media, and scale ‘in the moment’ engagement.

“The latest release reflects the maturation of social customers’ expectations, and the change in how companies are evolving to meet those expectations,” says Conversocial CEO Joshua March. According to a report by Forrester Research, the percentage of people who have used Twitter for customer service grew nearly 70% between 2013 and 2014. “However, most social engagement software today was born from the needs of marketing requirements rather than service, which is why Conversocial exists today,” says March.

Recent client additions include Sprint, Hyatt, ConEdison, Co-operative Bank and Travelex who are using Conversocial's platform to amplify their social engagement from just responding, to resolving issues.sprintquote1Using principles of contact center scale and applying them to the unique dynamics of social resolution, Conversocial is proud to introduce the latest capabilities:

Resolution management: An innovative approach to helping companies more effectively track, measure and collaborate on the end-to-end management of resolution on social media with new case-inspired resolution management functionality. Companies will be able to recognize and report on true resolution of cases rather than just general engagement, use follow-up workflows to ensure that the issue was fixed and communicated, and quantify the ROI impact.

Instagram proactive engagement: New advanced search functionality allows companies to monitor geotags and hashtags to resolve issues before they escalate, and find new opportunities to engage proactively with consumers. "Brands need to evolve to be on the platforms where their customers are," says Director of Social Strategy & Activation for Hyatt, Dan Moriarty, "These conversations are happening. It's not about inserting our brand into conversations outside of their hotel stays, but making the hotel stay more relevant to their lives."

Clipboard: A quick-response feature that assists agents to deliver consistent, helpful responses, at scale without losing the empathy that customers have come to expect from social interactions.

Peer-to-peer resolution: A new community-powered mobile solution, called CROWDS, connects brands’ most passionate and knowledgeable experts to customer questions on Twitter. In partnership with Conversocial, Google is in the early stages of leveraging peer-to-peer support for many of their products.

As the expectations of social customers evolve and mature, more businesses are finding that social customer service requires specialized tools rather than overreaching all-in-one social media management platforms. "Businesses need specialist customer service tools to help them to both respond and resolve issues within the social channel," Ovum Principal Analyst Customer Engagement, Aphrodite Brinsmead, observes, “In its latest release, Conversocial makes it easier for agents to resolve issues as well as providing a dashboard that helps organizations to view resolution rates alongside engagement metrics. By implementing tailored social support platforms like Conversocial’s, businesses gain greater visibility into the success of their social customer service programs.”

The latest version of Conversocial is available starting today. See what's new: www.conversocial.com/new-standard.


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