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Conversocial Brings Large-Scale Customer Service Management to Social Media

Mike Schneider
By Mike Schneider on Mar 5, 2014 11:05:00 AM


Over the last 18 months there has been a noticeable shift in the ownership of social customer service, moving from traditional marketing departments into the contact center. As the dynamic of social customer service have developed, so has Conversocial. This week sees the launch of our new user interface; Conversations
The newly designed workflow intelligently threads together related customer interactions, both public and private, from different social media channels, providing agents with a complete picture of an outstanding customer service issue. Conversations accounts for when a customer posts multiple times about the same issue, or engages in a lengthy conversation with a brand.

This collated approach fills the gap left by both traditional ticketing systems and social media management systems developed for marketing and public relations purposes, which have been designed to handle private, one-on-one customer inquiries.

Teams of agents are able to work together seamlessly by utilizing Conversocial’s latest enterprise features, including a single combined inbox, collision alerts, real-time notifications, a complete audit trail of user actions as well as an easy-to-access conversation history.

“As customers increasingly turn to a brand’s social channels to resolve issues, maximizing and measuring agent efficiency is paramount to success,” says Joshua March, Founder and CEO, Conversocial. “This update provides powerful, actionable analytics such as Average Handling Time and trackable SLAs, and paves the way for integration into essential customer service technologies such as workforce management and CRM systems.”

Conversations enables enterprises to manage social-media-based customer inquiries directly from the contact center and empowers businesses to elevate social media from a marketing tool to a strategic business operation.

 View the video of Conversations

Topics: Customer Service

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