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The era of social messaging and intelligent automation, for customer service, has truly come to fruition. With this, brands are starting to realize that the channels in which they serve their customers have changed drastically. Despite rapid evolution in the contact center, and expectations on digital being 81% higher than this time last year, the basic principles of social customer service have remained the same; including being able to proactively solve a problem before it arises. Being one step ahead, at all times, will make your brand stand out when it comes to delivering a full-out customer experience that rises above and beyond consumer expectations.

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Does Proactive Customer Service Give You A Competitive Advantage?

By Seleah Gardiner
Apr 17, 2018 5:02:58 AM
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We are living in an age of uncertainty. There’s more volatility in our politics, economics, and increasingly, our climate. 

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How to Prepare For Support Spikes in the Age of Uncertainty

By Seleah Gardiner
Apr 6, 2018 12:07:20 PM
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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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The landscape of customer service is radically changing and Conversocial's new report, The State of Digital Care in 2018, is here to help you manage that change!

2017 was the year that social customer service grew up. It got swept up in it’s own digital journeyevolving into a hybrid which we now deem to be ‘Digital Customer Service.’

But what does this mean in terms of a customer service offering? Well, put simply, all it entails is for a brand to be able to provide effortless and scaled support in digital arenas like Facebook Messenger, WeChat and Twitter.

Digital customer service is a welcome development for today’s “always-on” generation, who are more mobile and digitally-driven than ever before. Evolving customer preferences are tightly linked to innovations in digital technology and brands should embrace both in order to keep pace with heightened expectations. Customers want businesses to hear, understand and appreciate them. Investing directly into a digital care strategy ultimately means placing an emphasis on prioritising customer needs, preferences and support; which in turn can lead to an enhanced customer experience, boosted satisfaction and contribution to a more cost effective customer service operation. 

What can brands do to deliver great digital care?

It is time for brands to open the door to a fully-embraced digital engagement strategy. Providing digital customer care is now recognized as a priority focus for customer interaction, loyalty and retention. Digital innovation, and channel adoption, are now key drivers of brand longevity; yet, you will often find businesses struggling to successfully promote digital care as their primary channel for brand engagement and resolution due to a number of obstacles.

The State of Digital Care in 2018 addresses the key consumer behaviours and trends impacting the state of digital customer service in 2018, laying out best practices for ensuring your brand is delivering in-the-moment resolutions, at scale, to drive profitable and lasting relationships over social and digital channels. In this report, you will understand why:

  • Over half of respondents (59%) still prefer a human resolution to that of a bot
  • 81% of respondents have higher digital care expectations today then they did a year ago
  • 63% of respondents cited a good digital care experience as very important to their brand loyalty

Have a read right here to help you overcome common, digital customer care challenges and become a digitally mature customer focused brand! 

 

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The State of Digital Care in 2018

By Seleah Gardiner
Mar 14, 2018 6:42:47 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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