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The era of social messaging and intelligent automation, for customer service, has truly come to fruition. With this, brands are starting to realize that the channels in which they serve their customers have changed drastically. Despite rapid evolution in the contact center, and expectations on digital being 81% higher than this time last year, the basic principles of social customer service have remained the same; including being able to proactively solve a problem before it arises. Being one step ahead, at all times, will make your brand stand out when it comes to delivering a full-out customer experience that rises above and beyond consumer expectations.

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Does Proactive Customer Service Give You A Competitive Advantage?

By Seleah Gardiner
Apr 17, 2018 5:02:58 AM
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Customer chat allows brands to initiate customer conversations on brand properties, creating a single, seamless and continuous conversation over Messenger, enabling brands to handle broader customer inquiries while maintaining best-in-class customer service.

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The Evolution of Customer Conversations: Conversocial and Its Customers Among First to Launch Messenger Customer Chat

By Jason Valdina
Nov 7, 2017 4:41:00 PM
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This post was originally published on November 29, 2016 on Gartner. Chris Pemberton is a regular contributor to "Smarter with Gartner" and a thought leader on Content Marketing. 

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Gartner: Marketers Take on Social Care

By Chris Pemberton
Dec 8, 2016 4:54:11 AM
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The days when the majority of compliments and complaints came from phone calls and web forms are ones for the history books. Social media is quickly becoming a breakout candidate for real-time customer service as mobile engagement continues to skyrocket. Here are 5 habits of your social, mobile customers you simply need to know

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5 Habits of Your Social, Mobile Customers

By Bryan Brennan
Dec 7, 2016 5:48:18 AM
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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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