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

By Lauren Stewart on Apr 4, 2016 9:00:00 AM

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.”

The Channel API will allow Conversocial to develop a diverse partnership ecosystem by integrating 3rd party content into Conversocial’s platform, enabling customer service agents to apply Conversocial’s unique approach of social resolution at scale to other digital channels. Upcoming partner integrations include SMS and additional social networks. Clients will also soon be able to access the Channel API on their own, enabling them to easily develop content integration for their bespoke platforms (for example, in-app messaging and custom-built forums). The Channel API is designed to help companies adapt to changing consumer behaviors and increased expectations of the brand. Conversocial enables companies to better engage with their social, mobile customers by integrating other channels into a comprehensive Social First strategy.

The initial launch of the Channel API will take place with leading Social Intelligence, monitoring and analytics companies Synthesio and Brandwatch. Most recently, Synthesio and Brandwatch were both named “Leaders” in The Forrester Wave™: Enterprise Social Listening Platforms, Q1 2016 report by Forrester Research. According to the report, "Synthesio’s ability to align social listening data with a firm’s other business data enables its clients to quickly mature their listening programs.” The report also states: “Brandwatch understands the need to clarify social listening’s business value and works to disseminate social insights across organizations in a cohesive and comprehensive way.”

“Social media provides the opportunity for brands to better understand and engage with their customers strategically and at their point of need. Our goal has always been to provide brands with the data to build a complete view of their customer voice, and make sure they can distribute data and insights to the right people and systems to provide, among other things, human driven customer service,” explained Leah Pope, Chief Marketing Officer of Synthesio. “In today’s world of public, in-the-moment customer service on social media, it is crucial to connect social insights with a strategic approach to customer engagement and customer service, and this integration makes this seamless, more effective and more powerful. We are very happy to provide our customers with the most robust and strategic approach by fully integrating two best in class tools.”

"Brandwatch is committed to partnering with the strongest technology providers which is why we're working with Conversocial, the foremost social customer care platform delivering the best solution in their space," said Venu Konda, VP of Channels & Partnerships at Brandwatch. "Brandwatch provides additional data beyond Twitter and Facebook, giving Conversocial users access to the entire public web allowing social customer care professionals to resolve issues faster with the help of Brandwatch Analytics' sophisticated data automation and classification functionality."



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, FB Messenger, Twitter, Instagram, YouTube and Google+.

Brands including Hyatt, Sprint, Alaska Airlines, Barclaycard, Co-operative Bank, Travelex and more.

Conversocial is a Twitter Certified Partner, Official Instagram Partner and a Facebook Preferred Developer. For more information, visit t.@conversocial) / http://www.conversocial.com.

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