- Social customer-service capabilities to serve mobile and social customers for newly rebranded eir and its 2 million users -
New York City and London – 14th December – Conversocial (www.conversocial.com), a social customer-service technology provider to global hospitality, utilities, airlines and retail brands, has won a contract with eir.
Conversocial will be used by eir’s contact center service team to manage and resolve service inquiries across Facebook, Twitter and Instagram. Conversocial replaces an existing software solution from Sprout Social.
The decision to upgrade eir’s social customer-service capabilities was based on Conversocial’s expertise in social media customer service. Conversocial’s sophisticated contact center-based features focus on resolution of customer queries and present social conversations in one easy-to-understand thread.
eir joins Sprint, Avea and Turkish Telecom as telecommunications leaders working with Conversocial.
“We wanted to work with a company that had a long-term view in terms of its commitment to continually leading product development,” said John Lush, Head of Omnichannel, eir. “Social media is constantly evolving. We wanted to partner with a company that can help us integrate existing customer-service processes and data, and who will work with us to ensure that we are ready to step up and deliver remarkable social customer service in a smart and digitally savvy market.”
“I am thrilled to be partnering with a company of eir’s stature, history and vision, especially on the back of its historic rebrand,” said Joshua March, CEO of Conversocial. “This commitment — to be ‘social first’— to upgrade a company’s social media customer service to resolve customer queries in the channel in which they are raised and to surpass all social customer expectations, shows that eir is a company that understands the need for relevance in a very dynamic and highly competitive market. I look forward to a partnership and to our team playing a role in eir’s continued leadership in its industry.”
eir, previously known as eircom, is Ireland’s largest telecommunications company, with 2 million customers and 2015 revenues of €1.3 billion. The company delivers fixed line telecommunications including broadband, voice, TV and data services to individual consumers and business users. It recently introduced Ireland’s fastest broadband — with a new 1,0000Mbps service — and also offers mobile services through its Meteor and eir Mobile brands, which serve almost 1.1 million customers.
eir’s rebrand in September 2015 was Ireland’s largest rebrand in 20 years.The new name and logo are being rolled out on more than 1,500 technicians’ uniforms, 1,500 vehicles and 116 stores; the accompanying advertising campaign included 6,000 TV ads, 4,500 radio ads, and 2,100 billboard adverts.
For eir: Chris Kelly, Communications Manager, eir firstname.lastname@example.org/ 00 353 85 1715454
For Conversocial: Lauren Stewart, Marketing Director, Conversocial, email@example.com /+44 7841904215
Conversocial (http://www.conversocial.com/) is trusted by global brands in hospitality, utilities, airlines and consumer brands for social customer service solutions that improve productivity and operational efficiency by managing the flow of customer-service inquiries and discussions on social media channels such as Facebook, Twitter, Google+, Instagram and YouTube.
Brands including Hyatt, Sprint, Barclaycard, ConEdison, Co-operative Bank, Travelex and Google use Conversocial’s enterprise-class platform for a single view of the social customer via:
- Comprehensive APIs that seamlessly integrate into CRM and contact center technologies
- Resolution management on social media
- Intelligent prioritization, so the complexity of social conversations are presented to customer service teams in a logical manner
- An intelligent social routing system that distributes conversations based on agent specialization, rules, and agent presence to deliver the quickest and most helpful answer to the customer
- Relevant messages from public posts, private messages and other customers, threaded into a single conversation to provide full context at a glance
- Analytics to provide accurate, actionable insights on customer trends over time
Conversocial is a Twitter Certified Partner and a Facebook Preferred Developer. For more information, visit www.conversocial.com.
eir is the principal provider of fixed-line and mobile telecommunications services in Ireland with more than 2.3 million fixed and mobile connections provided directly through the eir and Meteor brands and indirectly through Open eir to other operators. It has the most extensive network across the country both in terms of capacity and geographic reach.
The company is spending close to €2.5 billion on capital investment over ten years to enhance Ireland’s network fixed and mobile, the largest investment programme of any provider in the country. It will deliver better quality broadband and data services for consumers and businesses of all sizes right across the country. Fibre broadband is now available to 1.3m homes and businesses today. Rollout will reach 1.9 million by 2020.