The following is an excerpt of a chapter from my new book, Message Me, coming out soon. To sign up for updates, click here.
Ten years ago, smartphones were in their infancy. Snapchat, Uber, and Airbnb didn’t exist and private space companies were still the purview of science fiction. Where might we be in another 10? Or how about just five?
May 16, 2018 6:15 PM
Harry Rollason
The following is an excerpt of a chapter from my new book, Message Me, coming out soon. To sign up for updates, click here.
The following is an excerpt of a chapter from my new book, Message Me, coming out soon. To sign up for updates, click here.
We’re excited to announce today the acquisition of HipMob, the web-based and in-app live chat platform expands our core social customer service offering into additional mobile and real-time digital channels that are already powering millions of conversations between brands and customers. The acquisition will enable integrated and effortless customer experiences across social, chat, and messaging channels, complementing our broader mission to help companies deliver service to their customers wherever they are.
When it Comes to the Economy, Automation is Buzzing
August marked Conversocial’s sixth year anniversary. Over the last six years we’ve opened four global offices, hired over one hundred dedicated #SocialFirst employees, and grown our customer base to over 250 companies. I’ve always been really proud of the culture that we’ve created—we have an amazing team of extremely talented, hard-working people who are passionate about our vision, customers, and each other. It’s something that our customers and partners often bring up when they spend time with us. As we continue our growth trajectory, it’s important that we’re conscious about the culture we’re creating, and how to maintain our core values.
Recently, I was on a webinar with Jeff Lesser from Twitter talking about a couple of their new innovations in the customer care space: Click to Direct Message, and Customer Feedback. As a Twitter Certified Partner, Conversocial was among the first platforms to deliver the new functionality to our clients.
Click to Direct Message makes it significantly easier to take a conversation private from a public Tweet. When you include the special link at the end of a Tweet (we describe how to do this below), Twitter turns it into a simple button enabling your customer to go straight into a private DM conversation (in Conversocial, agents can add the link with the press of a button). This is a strong step in making Twitter much simpler for consumers to use for customer service; hopefully this is the end to an awkward but until now common response by brands hoping to take conversations private: “Please DM us”.
All travel is a service experience. In-the-moment customer care is rarely more urgent than when you’re stuck at the airport, driving a rental car, or staying in a hotel. And while review sites have a huge impact on the travel industry, reviews are generally given *after* an experience has finished. If you can’t help your customer as they live-Tweet “the worst train ride ever”, it’s too late.
By their nature, traditional service channels have never really satisfied the needs of traveling customers. Travelers don’t have time to wait two days for an email response. They can’t web-chat on a desktop computer when they’re on the road. And they certainly don’t have the patience to sit on hold as a robotic voice tells them how important their call is.
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.
