Social is scaling.
Your customers are increasingly armed with mobile devices: they are talking to and about your brand as they are experiencing it, from all channels, at all times. The social, mobile customer has higher expectations of your brand, and the power of voice and choice.
Customers asked brands nearly 22 million questions on Facebook and Twitter in 2015. On Twitter alone, customer service conversations have grown 2.5x over the last two years. Although Social has rapidly become a preferred service channel, for many companies it represents a small percentage of all the digital conversations in the contact center.
As Social grew in popularity, the other channels have lost a little humanity along the way. Long response times, automated replies, rigid scripts and high customer effort have driven customers to reject these experiences in favor of social. Recognizing the highly emotional, unfiltered and in-the-moment nature of social, this channel must be approached differently - with a bit more care, innovation and delight.
Your other channels could learn a thing or two from Social.
We think other digital channels in the contact center can be better optimized for the social, mobile customer. Starting today, we are excited to introduce the new Conversocial ‘Channel API’ that will help clients:
- Foster a #SocialFirst approach for other digital channels in the contact center to better serve their increasingly social and mobile customers across all touchpoint.
- Benefit from our growing partnership ecosystem, starting with Brandwatch and Synthesio, and with upcoming strategic channel integrations like SMS
- Seamlessly access the API to create integrations on with their own bespoke platforms (for example custom-built forums or in-app messaging)
Digital interactions in the contact center are expected to overtake telephone contact by 2017. As this scales, how do you avoid the pitfalls of cold-blooded legacy channels? The ability to manage these other content sources in Conversocial means now being able to extend the benefits of humanity and innovation throughout the digital contact center.
Please reach out to your Account Manager to learn more about upcoming channel partnerships and how to get started with the Channel API.
More conversations. More channels. More resolution.
We’ve also integrated with the top ‘Leaders’ in the 2016 Forrester Wave for Enterprise Social Listening Platforms, Brandwatch and Synthesio, to help clients uncover even more opportunities to resolve customer issues.
Combining the power of best-in-class social customer care and social listening platforms, agents can now conveniently monitor the most urgent listening mentions that matter right from the Conversocial platform. Actionable conversations are distributed using Conversocial’s PLAY technology so agents don’t miss a chance to serve.
These integrations are included with all Evolve and Extend packages (must have own Brandwatch or Synthesio licenses).
Your customers are moving at the speed of social and mobile - it’s time all your channels caught up.