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Harry Rollason

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Harry Rollason

Harry is the North American Marketing Manager at Conversocial where he helps drive highly compelling and differentiated marketing initiatives. Now residing in NYC he is also passionate about food and Arsenal FC.

After helping hundreds of organizations develop tens of thousands of digital support agents, we can say with confidence that the best social, mobile support teams aren’t born – they’re made.

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5 Steps to Building the Social Messaging Support Team of the Future

By Harry Rollason
Apr 4, 2018 4:19:40 PM
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Modern consumers are flush with choices. They comparison shop, use aggregator sites like Amazon and TripAdvisor, and 54 percent of consumers prefer to shop with companies that offer messaging support via SMS, Facebook, Twitter, and WhatsApp. It’s mobile, it’s familiar, and it’s the future.

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How to Promote Messaging as a Support Channel

By Harry Rollason
Mar 21, 2018 6:45:00 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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Few experiences are quite as stress-inducing as travel. Travelers who need support are often sleep-deprived, homesick, short on time, or suffering from a deadly combination of all three.

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What Does the Future of Airline Support Hold?

By Harry Rollason
Feb 2, 2018 9:29:00 AM
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Today, it takes a lot more than lightning fast response times to make customers happy.

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How to Build Emotional Connections For the Digital Age

By Harry Rollason
Jan 26, 2018 10:13:00 AM
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Does your organization subscribe the knowledge centered service (KCS) methodology? If it does, it’s at a huge advantage in social care.

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How to Improve Your Social Care Metrics with KCS

By Harry Rollason
Dec 13, 2017 1:10:33 PM
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So, you’ve developed your company’s first dedicated social customer service team—congrats! Now how do you keep it going?

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5 ways to sustain high-quality social care

By Harry Rollason
Dec 8, 2017 10:34:28 AM
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