<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=822753331186041&amp;ev=PageView&amp;noscript=1">
  • Twitter Profile for Conversocial Social Customer Care Solutions for Business
  • LinkedIn Profile for Conversocial Social Customer Care Solutions for Business

Trending at Conversocial

Announcing Major Enhancements, Enabling Brands to Conduct Social Messaging at Scale, Increase Customer Satisfaction & Drive Brand Loyalty

[New York and London – November 2nd, 2017]  Conversocial, the leading social customer engagement platform, today unveils the next-generation in social customer care with new workflow, intelligence and insight capabilities. The new features enable support teams at enterprise brands to respond faster, work smarter and drive more measurable results.

This launch - which includes an industry-first capability to survey CSAT and NPS via Facebook Messenger - is indicative of Conversocial’s innovative approach to customer engagement, facilitating the shift towards personalized, convenient social messaging, and driving the broader adoption of social customer service.

Insights and analytics around social customer care has been a key challenge for brands that have made social a major component of their customer service ecosystem. CRM platforms and social suites tend to not deliver the actionable insights required by global, distributed customer care operations, especially as it relates to social messaging. As more and more brands scale up their ability to be responsive and helpful to customers using social messaging, they need sophisticated noise reduction, automation, prioritization, routing and reporting capabilities that only specialized solutions like Conversocial can provide.

“Social engagement has matured to the level where it needs to be treated with the same gravity as other care channels like voice, email, and chat, while simultaneously harnessing the nuances of social messaging that makes these channels so unique,” says Joshua March, CEO and Founder of Conversocial. “Enabling businesses to deliver in-the-moment, effortless customer care on social requires an enterprise-ready partner, and our latest set of product enhancements are purpose-built to enable customer care teams to deliver an incredible customer experience with scale and efficiency over social messaging channels.”

As part of its latest platform enhancements, Conversocial has expanded capabilities across four key areas that are crucial to messaging-centric social customer care teams:

1.  Workflow:  Prioritize, engage & track issue resolution with robust case management capabilities built for the nuances of social messaging.

Case management features allow customers to leverage the power of Conversocial Conversations™, a proprietary method for unifying public and private messaging threads, within the familiar context of customer support cases. Care agents can “close” conversations with consumers as issues are resolved, providing contact center managers with apple-to-apple comparisons of case resolution performance between social channels and compare social alongside other support channels.

2.  Intelligence:  Automate interactions & seamlessly route customers to the best solution

Conversocial has announced support for messaging-based “Visual IVR”, a feature allowing brands to set up multiple options that are presented to a consumer automatically within Twitter DM or Facebook Messenger dialogs. These options help the consumer access help content or agents faster by allowing brands to direct consumers to the right agent or redirect the consumer to relevant self-service content.

Additional automation enhancements include the ability to create and integrate messenger bot’s into social customer support channels, allowing for even more efficient and personalized handling of inbound support requests via social messaging platforms.

3.  Insights:  Measure the strength of your customer relationships and take action to improve the customer experience

Product Launch.png

An industry first, brands can now survey CSAT and NPS via Facebook Messenger. Conversocial has launched a full suite of features to conduct CSAT and NPS surveys within social messaging threads across both Twitter and Messenger. New, robust CSAT and NPS reporting dashboards are now available, providing brands with both quantitative and qualitative insights around customer satisfaction and net promoter scores.

"With Conversocial, customers are seeing a 3X response rate to CSAT and NPS surveys in social messaging compared to email, so brands are now able to gauge customer satisfaction and brand loyalty more accurately." - Conversocial Platform Data

In addition, Conversocial’s new Agent Dashboard provides contact center managers with unprecedented insights and reporting around agent effectiveness. These include visibility into issues that need escalation, instant utilization information for social care teams in the moment, over a shift, overnight or over a weekend, as well as efficiency comparisons across every social network the agents communicate through.

4.  Integration:  Incorporate social care data to an organization’s existing CRM to create a 360° view of customers.

Conversocial’s API allows for streamlined customer interactions, virtually eliminating fragmented customer experiences that in the past have forced contact center agents to be less efficient, and demand that customers jump between channels. Today’s digital support teams can now benefit from tight integration between best-of-breed social messaging for customer care via Conversocial and existing CRM platforms like Oracle, Siebel, Pegasys and others.

To learn more about these new features and how Conversocial is fundamentally reshaping social customer service for the enterprise, please join us for a live webinar on November 9, 2017 at 11AM EST/ 8AM PST / 4PM GMT. Click here to participate.


 Public Press Release

About Conversocial:

Conversocial (@conversocial / http://www.conversocial.com) is a leading customer engagement platform for today’s always-on mobile, social customer. Delivering a unified approach to a new generation of customer interaction, Conversocial enables hundreds of global brands including Hyatt, Tesco, Alaska Airlines and more to ensure they are supporting in-the-moment resolution, at scale, to drive profitable and lasting relationships. Socially empowered consumers have a voice and a choice, requiring brands to engage across multiple channels including Facebook Messenger, Twitter, SMS, Instagram, Google Play Store Reviews, YouTube and more, while offering seamless consistency and cohesion. Conversocial creates a clear path for engagement that combines best-in-class technology and world-class services.

Conversocial is a select member of the Twitter Official Partner Program, Official Instagram Partner, Facebook Marketing Partner and a Facebook Preferred Developer. For more information, visit @conversocial / http://www.conversocial.com

Media Inquiries Contact:

Sarah Small



UK: +44 203 807 1858 | USA +1 929 255 1449


Conversocial Launches Workflow, Intelligence & Insights Capabilities Purpose-built to Scale Social Messaging for Customer Care

By Jason Valdina
Nov 2, 2017 12:39:51 PM
Read More

Study Looks at Icelandair’s social customer engagement utilizing Conversocial – including inbound message volume, overall responsiveness, response times and brand sentiment on Twitter


Icelandair and Conversocial Release Case Study, Highlighting Icelandair’s Exceptional Social Customer Service and Social Maturity Journey to Date

By Harry Rollason
Aug 30, 2017 9:00:00 AM
Read More

Telecom and contact center solutions provider looks to Conversocial to meet growing demand for social customer engagement throughout Middle East and North Africa


Conversocial Inks Deal with Globitel to Provide Effortless Social Customer Care for Wireless Carriers In Middle East / North Africa

By Seleah Gardiner
May 31, 2017 4:00:00 AM
Read More

Conversocial CROWDS Enables Businesses To Integrate Brand Ambassadors Into Wider Customer Service Efforts Through Peer-to-Peer Resolution


Conversocial Releases CROWDS for Android for Faster and More Cost-Effective Social, Mobile Peer-to-Peer Customer Service

By Tamar Frumkin
Dec 6, 2016 11:00:00 AM
Read More

Leading Social Customer Engagement Platform Enables eir to Utilize Facebook Messenger as a Premium Channel to Provide Personalized and Real-Time Service for its Nearly 2 Million Subscribers


eir, Ireland’s Largest Telecommunications Provider, Dials In Conversocial to Enable Customer Care Using Facebook Messenger, Engaging the Social, Mobile Customer

By Tamar Frumkin
Jul 26, 2016 4:00:00 AM
Read More


Real Time, Centralized Dashboard Enables Brands To Drive Personalized Engagement With Users To Enhance Brand Relationship

London and New York, June 1st, 2016- Conversocial (@conversocial / www.conversocial.com) the  leading social customer service engagement platform, announced today that it will be rolling out new SMS channel support  to integrate alongside existing social customer service channels. Conversocial’s SMS connector will allow clients to apply the most advanced social customer service tactics to SMS, using the Conversocial platform and Channel API designed to accelerate further channel support. Combining the power of social and mobile channels together along with Facebook Messenger, Converoscial has live chat coverage for every mobile customer. Conversocial offers brands access to the most comprehensive strategy when resolving customer service queries.

Conversocial has partnered with Nexmo, the leading cloud communications platform company, to build the SMS gateway to simplify the SMS integration process for companies currently offering engagement over this channel. Additionally, companies already utilizing SMS as an engagement channel can now utilize a fully integrated system that includes SMS within their wider social engagement strategy. Currently, 40% of companies have seen a call deflection rate when pivoting customers to SMS, and 23% have plans to add it this year,  resulting in more than 60% of all contact centers offering SMS support by the end of 2016.


Conversocial Launches SMS Channel With Full Two Way Conversational Support

By Lauren Stewart
Jun 1, 2016 9:34:37 AM
Read More

Leading Social First Customer Service Platform Sees All-Time High in Client Acquisition In Travel and Telecommunications Industries Following Advanced Facebook Messenger and Twitter Integrations and Expansion of Best-In-Class Partnerships


Conversocial Achieves Significant Customer Growth in Q1 as Global Demand for Social First Customer Service Increases

By Lauren Stewart
Apr 27, 2016 9:00:00 AM
Read More

Launch Includes Initial Integration Partnerships with Leading Social Monitoring and Analytics Solutions, Synthesio and Brandwatch, and Online Communities Leader InSided


(New York and London) April 4th, 2016 – Conversocial (@conversocial /www.conversocial.com), the leading social customer service platform, announced today the launch of its new Channel API, enabling seamless integration with other digital service channels to help companies establish the most advanced social and mobile customer focused contact center. The launch features initial platform partnerships with social monitoring and analytics leaders, Synthesio and Brandwatch and online communities’ leader InSided.

“Social First strategies are the key to engaging with increasingly social and mobile consumers. With the Channel API, we can expand our partnership ecosystem to better enable businesses to deploy a comprehensive digital channel strategy with best-in-class tools built to serve the social, mobile customer at scale,” said Joshua March, CEO and Co-Founder of Conversocial. “Customer experience is the defining element of a successful brand strategy and it is critical that customers get the best experience at every touchpoint, from customer care to marketing to sales. The Channel API means brands no longer need to compromise with generic, broad tools anymore -- they can now manage digital conversations using a purpose-built tool that understands the unique nuances and dynamics of social, mobile engagement.”


Conversocial Launches Channel API To Deliver Best In Class Customer Care; Partners With Leading Social Intelligence Partners For Initial Integrations

By Lauren Stewart
Apr 4, 2016 9:00:00 AM
Read More

Leading Providers Partner to Produce Joint Solution that Combines Traditional Online Forums with Peer- to-Peer Resolution across Social Channels to Enable Uncompromising Communities



Conversocial Partners with inSided to Deliver Best-in-Class Community Solutions and Social Customer Service

By Lauren Stewart
Mar 14, 2016 9:38:27 AM
Read More

More in

Join The Conversation!