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In 2016, after nearly a decade of expansion across highly public mediums,  we saw the rise of private messaging applications. After so much publicity, consumers, in their search for efficient and effortless resolutions, have resettled on the one-to-one communications that the industry began with. This has seen social platforms encroaching on the traditional contact center, with Twitter DM seen as a direct replacements for live chat and email. 

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6 Best Practices for Brands Using Twitter DM as a Service Channel

By Jaclyn Fu
Feb 2, 2017 4:49:00 PM
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Customer complaints on social media are finally floating back down to Earth where they belong. Rather than lobbing stratospheric public posts, consumers increasingly prefer help over private direct message

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Private Messaging For Service on Twitter vs. Facebook: Pros and Cons

By Harry Rollason
Jan 20, 2017 10:12:00 AM
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I was first introduced to CROWDs in May of last year when I met Conversocial’s VP of Product at a tech event in London. I’d been pitched quite a few ideas and products that day, but only one really caught my ear: peer-to-peer social support. I joined Conversocial as Product Manager for CROWDs just six weeks later.

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The Evolution and Future of CROWDs

By Kevin Forcet
Jan 4, 2017 4:38:00 PM
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Companies can utilize Conversocial’s new SMS integration to deliver human, convenient and in-the-moment service to mobile customers.

The mobile consumer is adopting more social networks and messaging apps than companies can keep up with. Customers have quickly embraced social as a channel of choice for communication, preferring its in-the-moment, human and convenient qualities. Customer expectations have once again increased, and now these qualities are expected to carry over from social to all interactions with the brand.

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Conversocial Launches SMS Chat to Enable Customer Service Across All Social, Mobile Channels

By Jaclyn Fu
Jun 1, 2016 8:00:00 AM
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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.

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No Channel Left Behind: Transform Traditional Digital Channels to #SocialFirst with Conversocial’s new Channel API

By Jaclyn Fu
Apr 4, 2016 8:30:00 AM
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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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Instagram has recently passed the 400 million user threshold, so the launch of their strategic partnership program couldn’t be more timely. Instagram has quickly risen to become one of the top social channels for brand engagement. According to Forrester, Instagram’s engagement rate for brands is 4.21 percent (58 times more engagement per follower than Facebook, and 120 times more engagement per follower than Twitter). Top brands that are getting it right on Instagram receive an average of 216 comments, with 50 percent of comments being posted in the first six hours and 75 percent posted in the first 48 hours

Following in Facebook’s steps (Instagram’s adopted parent), Instagram recently introduced their select list of official partners, which we’re excited to be in. Instagram realize that community management and customer service are essential components of effective brand management on the platform. And this program distinguishes that our solution was built for scalable, conversational engagements with customers.

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Conversocial is Proud to be an Official Instagram Partner

By Joshua March
Nov 23, 2015 12:48:19 PM
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