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Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them. ~ Kevin Stirtz, Strategy Manager (Practical Law) at Thomson Reuters

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How to Seamlessly Add New Social Channels for Customer Service

By Chris DiMarco
Feb 23, 2017 1:19:17 PM
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Analytics are a key part of any social operation, in fact they’re a key part of any customer service/marketing operation, period. If you’re not utilising the right analytics in the correct way, you’re falling short of your competitors. They’re not a nice to have, they are integral for tasks such as resourcing correctly, managing agent performance and even things like reporting/managing the success of a trial you may be running within your team.

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Improved Analytics - more metrics, more ROI

By Luke Duffy
Jan 6, 2016 6:38:12 AM
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Tesco is a giant. Not only is it the biggest supermarket chain in the UK (with over 7,800 stores worldwide), it is also one of the biggest retailers in the world.  Being the third largest retailer by profits and the second largest by revenue makes Tesco’s operations mammoth.

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Jingle Bells, Tesco Rocks, Social’s Here to Stay - Tesco’s Social #CustServ #SocialFirst

By Luke Duffy
Dec 22, 2015 9:38:03 AM
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Similar to other industries that directly service a large number of consumers, social media has presented UK energy providers with both opportunities and threats alike. In a market where differences between price and product are minimal, companies are turning to customer experience as a means of sustainable differentiation. For the brands reviewed in this blog, this includes offering a social customer service option to their customers.

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Social customer service: How does your energy provider perform?

By Alex Harvey
Jun 20, 2014 6:35:00 AM
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Did you hear the one about the halal chicken that crossed the nation? Pizza Express have. On 7th May, a popular British tabloid joyfully announced that the food chain had been ‘secretly’ using chickens that had been slaughtered in line with Islamic practices. Cue expected online outcry. Where did the brand go wrong? How did it manage the situation? Was the response adequate and appropriate?

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How to Handle Negative PR on Social Media

By Alex Harvey
May 16, 2014 4:30:00 AM
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I'm happy to announce that Conversocial has won a Rising Star Award from CRM Magazine. The award celebrates companies that "add significant value to the customer experience. And, because of this, they have the potential to soar." 

Winners for CRM Magazine's awards were determined through three months of extensive analysis involving disucssions with industry analysts, analysis of financial and corporate information, product and functionality assessments, and customer satisfaction scores.

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Conversocial Wins CRM Magazine Rising Star Award

By Mike Schneider
Mar 3, 2014 1:35:00 PM
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A major shift in how people communicate–with each other, and with brands–has been underway for the past few years. Online communication is moving away from private, anonymous, one-to-one channels on a desktop computer, to public, one-to-many channels that are mobile and linked to your real identity through social profiles. These shifts are causing major changes in how companies need to handle customer service–and the implications are only just starting to be felt.

We’re now at the stage where social customer service has become an established part of doing business. Tweet at any brand and most will respond back to you, publicly and quickly. Even if many companies are not yet delivering the level of social service that consumers expect, they know they have to–and are working towards it.

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The Future of Customer Service: Conversocial's CEOs perspective

By Harry Rollason
Feb 4, 2014 12:16:00 PM
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