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Social customer service moves at such a fast pace, keeping up with best practices and industry trends can be difficult. To help customer service professionals stay on top of increasing social volumes and the latest innovation, we’ll be sharing quick, informative tips and tricks on hot topics in our newest short form series: Engagement Experts.

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[Engagement Experts] Free Webcast: How Many Clicks to Resolution?

By Jaclyn Fu
Feb 16, 2017 5:30:00 PM
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Jack Threads is one of those innovative brands that were "born in social". Their founders immediately understood the value of Social Customer Service and engaging with their customers on the channels they preferred - social and mobile channels. #SocialFirst status (learn more in our Social Maturity Index) is something that Conversocial’s solution helped them achieve.

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Webinar: Learn from JackThreads & Twitter How to "Grow Up" Your Social Customer Service

By Tamar Frumkin
Sep 23, 2016 5:21:55 PM
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We’ve all been there. Angry and fed-up, looking to speak to a customer service representative, only to be told by a voice recordingafter waiting for several minutesto select from more options. Which usually results in being put on hold once again, or redirected to email.

Whether you have called, emailed, ranted or raged–you’re not the only one. All you needed was a friendly voice from somebody who ‘cared’ and ‘understood’ your problem, that could of offered you a resolution in a matter of moments, afterall, surely as valued customers that’s the type of service you expect?

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Rage Against the Machine: Bring Humanity Back to Service

By Natasha Palmer
May 3, 2016 10:00:00 AM
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How a business handles social complaints is a measure of its customer service success. As social customer care develops, the expectations of a RIGHT NOW response has become more of a demand, meaning customers are quick to hate, when they aren’t given a ‘in the moment’ resolution.

So how do you prevent them from kicking up a fuss? When do you make the switch from public to private? And more importantly why is it important to turn that frown upside down? In this webcast Jay Bear reveals insight into the best practices for making a bad complaint come good and decipher the keyboard warriors from the real customers. #hugyourhaters.

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[Live Webcast] Hug Your Haters: How to Embrace Complaints and Keep Your Customers

By Natasha Palmer
Feb 17, 2016 1:19:57 PM
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Delivering a best-in-class customer experience requires a fundamental shift in how you serve your social customers. Leading companies, such as Hertz and Sprint, extend their customer engagement capability on social, by truly resolving customers issues at scale. This approach is called #SocialFirst.

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[Webcast] The Social Resolution: What being Social First really means

By Harry Rollason
Sep 3, 2015 9:22:33 AM
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A successful brand on social media is one that is authentic, judges each situation on its own merit and responds with empathy and genuine interest in the customer’s issue.

However in practice, it can be hard to disassociate social customer care from traditional marketing messages. And with social media becoming an ever more frequently used customer service channel it is imperative to distinguish between marketing and service messages. Bland one-way communication no longer cuts it.

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Best Practice Webinar: Personalize your brand with effective social customer service

By Harry Rollason
Jul 24, 2014 9:49:07 AM
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In the past, social customer service was new and relatively unknown. However, this mindset has changed and it is now essential that brands are able to understand and quantify the impact of their social customer service operations.

But successful measurement models still present a number of unique challenges for companies. For instance, how do you measure the performance of your social customer care team? How do you make meaningful comparisons with metrics on traditional channels like phone, email and chat? How do you use the data to optimize operational efficiency?

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Best Practice Webinar: Measuring the Performance of Social Customer Service

By Harry Rollason
Apr 21, 2014 10:38:08 AM
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Consumers have increasingly high expectations when engaging with brands over social media. Brands need to be prepared to meet—and exceed—these expectations around the clock.

But building a successful, socially-savvy customer service team presents a number of unique challenges, while the public nature of social leaves little room for error. Forming a specialized team within your call center will maximize the impact of your customer service offering across social channels.

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Corporate Best Practice Webinar: The Evolution of Social Customer Service

By Harry Rollason
Mar 18, 2014 9:28:58 AM
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