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Natasha Palmer

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Natasha Palmer

Natasha is the Events Marketing Manager EMEA at Conversocial. She has worked in Marketing and Events for over 9 years, most recently running her own consultancy for clients such as Casino Floor and previously was the Head of Live Events & Hospitality Marketing, Hippodrome Casino. Tash is addicted to Reese's Peanut Butter cupcakes, went to the same ballet school as Victoria Beckham and has visited 47 countries.

Earlier this year we released the 4th edition of The Definitive Guide to Social, Mobile Customer Service. Proving to be our most popular yet, the marketing team at Conversocial have just launched the downloadable audiobook version that discusses real life examples from thought leaders, industry experts and corporate practitioners. We appreciate how scary the step into social can be and how overwhelming white papers often are, so the dialogue featured in this audiobook has been pulled together with you in mind - giving in-depth context to our definitive guide chapters. Click here to download your audio go-to-guide for social customer service.  

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Introducing the Definitive Guide to Social, Mobile Customer Service AudioBook

By Natasha Palmer
Sep 27, 2016 2:52:00 PM
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We’ve all been there. Angry and fed-up, looking to speak to a customer service representative, only to be told by a voice recordingafter waiting for several minutesto select from more options. Which usually results in being put on hold once again, or redirected to email.

Whether you have called, emailed, ranted or raged–you’re not the only one. All you needed was a friendly voice from somebody who ‘cared’ and ‘understood’ your problem, that could of offered you a resolution in a matter of moments, afterall, surely as valued customers that’s the type of service you expect?

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Rage Against the Machine: Bring Humanity Back to Service

By Natasha Palmer
May 3, 2016 10:00:00 AM
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Fact: social media is here to stay. If they haven’t already done so, companies need to rethink their business models — not just in terms of marketing and sales, but also service — in order to keep up with the ever-growing, ever-pervasive phenomenon that is social media.

We all know about (and constantly see) social media marketing at work — but did you know that 67% of businesses are now using social media for customer service purposes? This trend shows no signs of waning, and it’s in every company’s best interest to get on board the social service train. Ensuring that these real-time social service encounters are both pleasant and effective will allow your company to increase customer loyalty and the favorability of your brand. Furthermore, customers who do not receive valid support (or even worse — fail to receive a response at all) will have every justification to discontinue working with or supporting your company.

So now you know what (and what not) to do to amp your service credibility, but how exactly do you implement the new course of action? Read on to learn how to successfully navigate the new wave in social media customer service:

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How to Maximize your Social Media Customer Service in 3 Simple Steps

By Natasha Palmer
Apr 29, 2016 4:14:00 AM
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How a business handles social complaints is a measure of its customer service success. As social customer care develops, the expectations of a RIGHT NOW response has become more of a demand, meaning customers are quick to hate, when they aren’t given a ‘in the moment’ resolution.

So how do you prevent them from kicking up a fuss? When do you make the switch from public to private? And more importantly why is it important to turn that frown upside down? In this webcast Jay Bear reveals insight into the best practices for making a bad complaint come good and decipher the keyboard warriors from the real customers. #hugyourhaters.

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[Live Webcast] Hug Your Haters: How to Embrace Complaints and Keep Your Customers

By Natasha Palmer
Feb 17, 2016 1:19:57 PM
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