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In the last year alone the customer service landscape has evolved significantly, truly undergoing its own digital transformation. The maturation of digital channels, and the consumers that use them, has given rise to the natural evolution of social messaging. Social messaging is a true disruptive opportunity for brands and will continue to be so throughout 2018!

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Infographic: The State of Digital Care in the Era of Social Messaging

By Harry Rollason
Apr 20, 2018 9:41:59 AM
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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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Conversocial, the leading social messaging platform for digital customer service, today announced general availability of it's WeChat integration – powering digital customer service capabilities for the massive Chinese social messaging network. The integration enables digital customer care teams to leverage intelligent agent routing, conversational filtering and prioritization, robust workflows, and real-time analytics to deliver digital care over WeChat.

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Conversocial Transforms WeChat Messaging into a Digital Customer Care Channel

By Jason Valdina
Mar 28, 2018 4:57:16 PM
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The landscape of customer service is radically changing and Conversocial's new report, The State of Digital Care in 2018, is here to help you manage that change!

2017 was the year that social customer service grew up. It got swept up in it’s own digital journeyevolving into a hybrid which we now deem to be ‘Digital Customer Service.’

But what does this mean in terms of a customer service offering? Well, put simply, all it entails is for a brand to be able to provide effortless and scaled support in digital arenas like Facebook Messenger, WeChat and Twitter.

Digital customer service is a welcome development for today’s “always-on” generation, who are more mobile and digitally-driven than ever before. Evolving customer preferences are tightly linked to innovations in digital technology and brands should embrace both in order to keep pace with heightened expectations. Customers want businesses to hear, understand and appreciate them. Investing directly into a digital care strategy ultimately means placing an emphasis on prioritising customer needs, preferences and support; which in turn can lead to an enhanced customer experience, boosted satisfaction and contribution to a more cost effective customer service operation. 

What can brands do to deliver great digital care?

It is time for brands to open the door to a fully-embraced digital engagement strategy. Providing digital customer care is now recognized as a priority focus for customer interaction, loyalty and retention. Digital innovation, and channel adoption, are now key drivers of brand longevity; yet, you will often find businesses struggling to successfully promote digital care as their primary channel for brand engagement and resolution due to a number of obstacles.

The State of Digital Care in 2018 addresses the key consumer behaviours and trends impacting the state of digital customer service in 2018, laying out best practices for ensuring your brand is delivering in-the-moment resolutions, at scale, to drive profitable and lasting relationships over social and digital channels. In this report, you will understand why:

  • Over half of respondents (59%) still prefer a human resolution to that of a bot
  • 81% of respondents have higher digital care expectations today then they did a year ago
  • 63% of respondents cited a good digital care experience as very important to their brand loyalty

Have a read right here to help you overcome common, digital customer care challenges and become a digitally mature customer focused brand! 

 

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The State of Digital Care in 2018

By Seleah Gardiner
Mar 14, 2018 6:42:47 AM
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Last year, the customer service industry was rife with talk of chatbots and AI. Whilst these developments further the ability for brands to offer efficiency at scale, channel adoption is still a key driver to digital care success. This year, brands should be taming both technologies and platform expansion, organizing their digital support around tentpole platforms like Facebook Messenger.

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Digital Customer Support Trends for 2018

By Harry Rollason
Mar 6, 2018 10:38:00 AM
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Not long ago, many brands began burying their contact information behind interactive FAQs.

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Is Your Contact Page a Profit or Cost Center?

By Harry Rollason
Feb 28, 2018 3:47:00 PM
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Traveling can be stressful at times, right? And the nature travel means you are always pressed for time. For the always on the go traveler, digital is fast-becoming the favored channel for resolution. Beyond simply solving customers’ problems, digital channels offer a unique way for airlines to actually enhance the travel experience. When managed properly, a service experience is quick, in-the-moment and personalized. The benefits also ring true for airlines, with digital care often being both more efficient and ROI positive compared to traditional service offering.

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Infographic: Which Airlines Are Leading and Lagging in Digital Customer Service?

By Seleah Gardiner
Feb 7, 2018 8:48:28 AM
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Last year we looked at how delivering effort-free customer experiences was the driving force behind the change in customer expectations. Whilst delivering effortless customer service is still critical to delivering seamless customer experiences, a lot changed in 2017 also. The digital customer service landscape evolved significantly, truly undergoing its own digital transformation. The maturation of social care has given rise to the natural evolution of the term ‘Digital Customer Service’, which is where we find ourselves as we start 2018! 

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The Top 5 Customer Service Stats and Trends For 2018

By Seleah Gardiner
Jan 29, 2018 9:31:16 AM
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As 2017 draws to a close, we thought it was only fitting to reflect back on the year  gone  at Conversocial. A lot's happened, be it the recent changes to Messenger as a service channel, or Carter chasing 18 million retweets on Twitter to get a lifetime's worth of chicken nuggets from Wendy's. It's been an eventful year to say the least. 

So cheers to 2017, from the Conversocial team to yours we wish you a warm and happy holiday season.

Here's our hot take on the year gone by, inline with our five company values.

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Cheers to 2017 at Conversocial

By Seleah Gardiner
Dec 20, 2017 4:04:18 PM
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