Latest 17 Jul 2018 | Digital Care

Social Customer Care Agents: Why AI is a Help, Not a Hindrance

Being a part of a social customer care team can be extremely stressful. Not only are you expected to know everything about every part of the business, you’re also expected to experience abuse, complaints, media crises and general negativity as part of your day to day job.

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28 Jun 2018 | Social Messaging

Message Volume Trends Across Private and Public Channels - Part II

Customer care teams today are 10 times more likely to resolve customer inquiries via a private channel, like Facebook Messenger and Twitter DM, than they were two years prior.

21 Jun 2018 | Social Messaging

Message Volume Trends Across Private and Public Channels - Part I

From a customer’s perspective, private messaging is simpler, more intuitive, and more flexible than public. Not to mention, messaging apps today are practically ubiquitous and incredibly easy to ...

19 Jun 2018 | Social Messaging

Why do Some Businesses Struggle to Adapt to Digital Customer Care?

Social Messaging isn’t just the future. It’s profitable at present, but especially so if it’s implemented thoughtfully. Brands must offer outstanding digital experiences, write down their migration ...

14 Jun 2018 | Social Care

Conversocial Rated Leader in Enterprise Social Customer Service Software

G2 Crowd published their Spring 2018 Social Customer Service Grid and Index reports. Based on customer reviews, Conversocial has been honored across numerous Enterprise categories in a new G2 Crowd ...

12 Jun 2018 | Hospitality

How AI, VR, and IoT are Redefining the Hospitality Industry

To continue to earn their customers’ loyalty, hospitality brands are embracing technology. And in particular, they are finding that artificial intelligence (AI), virtual reality (VR), and the ...

01 Jun 2018 | Social Messaging

Will Messenger Customer Chat Replace Live Chat?

Over the previous six months, you may have noticed a little blue Messenger widget appearing on brands websites. From Volaris Airlines to Argos, brands are leaning into the power of Messenger Customer ...

29 May 2018 | Social Messaging

Messaging is Taking Over Customer Care

Customer care was discussed multiple times during the opening keynote, with Mark Zuckerberg announcing the imminent launch of WhatsApp enterprise accounts, and David Marcus demoing Messenger Customer ...

16 May 2018 | Social Messaging

How Will Brands Support Consumers in 2023?

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 ...

04 May 2018 | Social Messaging

The Social Messaging Advantage Pays Off for Volaris Airlines

Messaging proves to be 83% more cost effective while driving higher customer satisfaction in our latest case study with Volaris Airlines.

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