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.
With 4.92 billion global mobile users and 2.56 billion social mobile users, long gone are the days where customers are willing to spend hours waiting on the phone for a service agent. The ease of mobile, in-the-moment communication has changed the rules of engagement between customers and brands. Companies that fail to deliver rapid, contextual and personalized responses across all of the channels that are most convenient for consumers will fall behind the competition.
With the rise of private messaging over the last year—which overtook public social volume for many of our major clients, and has no signs of slowing down—delivering service over social messaging channels is evolving to a similar service experience as live chat. Not surprisingly, many of the social care teams we serve are now taking on a broader responsibility across social, messaging and chat—but struggling to do so with disparate tools and a lack of data consistency between platforms.
With this acquisition, we will be expanding our customer engagement platform to make Conversocial the first fully integrated social, messaging, and chat platform. Live chat (including SDKs for both iOS and Android applications) will be seamlessly managed alongside Facebook, Messenger, Twitter, YouTube, Instagram, SMS and more. This will simplify operations for agents and managers, increase productivity for agents shifting channels, and enable brands to deliver a more seamless, effortless customer experience across all channels.
If you would like to learn more or join the waiting list for the launch of our fully integrated chat platform, get in touch today.
"With this acquisition, we will be expanding our customer engagement platform to make Conversocial the first fully integrated social, messaging, and chat platform."