There have been many changes in the social customer service landscape over the last year—and even the last few months—which are helping to define how brands engage with their customers.
In last weeks blog we discovered that, compared to two years ago, people are more likely to get in touch with customer care teams through private Social Messaging channels, such as Facebook Messenger and Twitter DM, than public ones. We continued our...
All the Apple fiends out there are buzzing about the new features released in iOS10 last month. Like most, I’m opinionated about the changes for the few days post-download (still not sure how I feel about the bold typographic choices in Apple Music), but eventually I cannot remember my life of mobile operating systems past.
One feature release I’ve found quite interesting is the inclusion of more human, conversational and social interactions in iMessage that mirror some of the playful features in private messaging apps such as Messenger, SnapChat and WeChat.
This week we sat down with Mat Munro, Conversocial's VP of Product, to discuss how companies can extend the reach of their forums and communities by enabling their most dedicated customers to resolve their peers’ issues on social.
Read below for a transcript, or watch the video above.
Messenger is an emerging digital channel for brand-consumer communication that represents the inevitable shift away from the boring traditional support offered by companies today. I don’t think it's necessary to tell you why it’s vital to embrace Messenger within your customer support stack; that’s been covered at length and supported with numerous outlets of research and analysis.
Instead, this is aimed towards the companies who understand the need to get started but just don’t know how to take that first step. Every business is different and face unique obstacles when incorporating a new customer contact channel. The phases below are a recommended starting point that can be customized based on your internal operations, challenges, agent resources, social media solution etc.
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.
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.
Digitally mature companies win more customers. Not because winning customers is their focus, but because they operate in a manner that is attractive to the customer. For me, there are three easy steps to becoming a digitally mature company: