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Whenever it seems that customer expectations can’t rise any higher, they do. Our 'State of Digital Care' report found that 81 percent of consumers have higher digital customer service expectations in 2018 than they did the previous year.


How AI, VR, and IoT are Redefining the Hospitality Industry

By Seleah Gardiner
Jun 12, 2018 9:54:07 AM
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The travel industry is experiencing many changes, mostly because of their rapidly changing customers. The empowered traveler demands more, through multiple channels. Many travel agents, hotels and airlines are adapting as well to serve these always-on social, mobile travelers.

(Read more about how your favorite airlines measure up to new customer expectations.)

Currently, 50% of hotel companies make it possible to book directly on their Facebook page with a widget or booking engine. The majority of these interactions are still with a human agent but bots are completing basic transactions and answering frequently asked questions. The more advanced, #SocialFirst brands have live agents available on Facebook and other social channels 24/7. They are making digital and social customer service work for them, not against them.

Let’s explore 3 ways that customer service helps the new empowered traveler:


3 Ways Customer Service Helps the Empowered Traveler

By Tamar Frumkin
Jan 5, 2017 4:46:29 PM
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Liz O’Brien, Social Customer Service Lead at Pret A Manger, talks us through how Pret handled customer conversations on their busiest day of the year.

Some said it was the most anticipated day of the sandwich year, with over 13,000 people adding the date to their diaries. The return of Pret’s Christmas Lunch sandwich.

Now firstly, if you haven’t tried it then where have you been?

This year at Pret, we really wanted to amp up the excitement through our social channels, especially seeing as our customers have been tweeting about it since May! 


The Return of Pret’s Christmas Sandwich

By Liz O'Brien
Dec 1, 2015 11:52:54 AM
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Hyatt among the winners of Skifties 2015 Social Media Awards for Travel Brands!

By Harry Rollason
Sep 2, 2015 10:00:00 AM
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How did you decide what you were going to eat for lunch today?

Maybe you’re feeling health conscious, and you made your decision on what would best nourish your body. Maybe you were in a rush, and you grabbed whatever was convenient and easy. Perhaps you felt like treating yourself, and splurged on your favourite food. Or, how about you chose a place based on the fantastic service you received last time you went there?


Bon Appétit: Serving Up Social Customer Service

By Taylre Duarte
Jun 4, 2015 8:39:00 AM
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When it comes to driving higher levels of engagement over social media, some industries have it easier than others in terms of a place to start from. Companies whose mission it is to thrill and delight customers on a daily basis should have no qualms about doing the same on social media. Theme parks fall into that category.

Theme parks set out to be world leaders in branded, location-based, entertainment that is capable of delivering memorable experiences for families and groups of friends. They are blessed with a wealth of content to bolster their marketing campaigns - including situations and images that highlight genuine extremes of emotion - but have they taken that content, that emotion, and used it to deliver a superior customer experience?


Are Theme Parks Making the Most of Social Customer Service?

By Alex Harvey
Oct 28, 2014 10:08:00 AM
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Are you ready for some (American) Football?!

With Week 6 already gone, and Week 7 approaching, football season is well and truly under way. So what role does social media or social customer service play in all of this?

An important one, for sure. I often take to Twitter to vent, consolidate and congratulate my team depending on the result. Whether my team is doing well or poorly, I want to show my support. How do I do that?  Easy - I jump online to   NFLshop or Amazon to shop for a t-shirt, jersey, etc. Or I could go into the store and get my #74 Nick Mangold jersey (Yes, I’m a Jets fan, and I’m proud to shout/tweet about it).


The effect of the 2014/15 NFL American Football Season on e-commerce and retail companies

By Bryan Brennan
Oct 15, 2014 12:50:00 PM
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A negative experience at a hotel during travel—whether for business or leisure—cannot only ruin a customers stay, but can influence a future purchasing decisions. Horror stories surrounding guest experience are all too common and are often publicized. In today’s socially driven market, guests have the power to publicly share their experiences to dissuade friends, family and followers from booking with a specific hotel brand.


How Well Do 5 Leading Hotels Provide Social Customer Service?

By Glenn Pacitti
Mar 7, 2014 1:30:00 PM
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