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Conversocial Works with Twitter, to Help Customers Get Up Close and Personal with New Customer Care Features

Jaclyn Fu
By Jaclyn Fu on Feb 18, 2016 12:01:00 PM

Conversocial Clients Will Be Able To Capture Real-Time Customer Feedback and Enable More Advanced and Personalized Customer Service Via Twitter

NEW YORK and LONDON, Thursday, February 18, 2016 – Conversocial (@conversocial / www.conversocial.com), a leading social customer service engagement platform, announced today the integration of Twitter’s new Customer Feedback feature into existing resolution workflows and the deployment of a new public to private Direct Message (DM) functionality. As a Twitter Official Partner, Conversocial is one of the first platforms to roll out the features, enabling clients to more accurately enable and measure true resolution on social, at scale.

The integration with Twitter’s new customer service capabilities provide companies with the most powerful and insightful indications as to how well they resolve and satisfy customer issues – in real time. Twitter’s Customer Feedback feature, launching soon, will immediately and seamlessly integrate into Conversocial’s existing resolution workflow, allowing companies to automatically send a standard customer feedback question to their customers after a social interaction has ended.

Customer service volume on Twitter has grown 2.5x over the last two years* and while public appeals are still prevalent, there is a rapidly growing demand for a streamlined transition to private resolution. Results from Twitter’s Customer Service Impact studies show that 25% of users expressed a willingness to pay 53% higher than those in the bottom 75% of satisfaction**. Accordingly, the ability to more effectively measure customer sentiment alongside new features that ensure that sentiment remains positive is of critical value.

The public to private Direct Message functionality, available immediately, supports the maturation of the social, mobile customer enabling unprecedented speed and personalization in handling customer issues.

"Twitter is now a larger service channel than email for many leading companies, and they’ve responded by building major social care operations to handle the volume,” said Joshua March, Founder and CEO of Conversocial. “Being able to measure the success of these operations through a measure like CSAT is a hugely important next step, both to measure the quality of care and to compare with other channels. As a Twitter Official Partner, we’re excited to help bring these measurements into the native user experience—innovations like these help our clients including Google, Sprint, Hyatt, Hertz, Air New Zealand and more deliver great service over Twitter."

Conversocial customers have the ability to capture the most authentic and in-the-moment insights about whether they’ve succeeded or failed in delivering against their brand promise, receiving critical feedback at a far higher scale than traditional feedback channels. Conversocial applies the disciplines of the contact center with the unique dynamics of social customer engagement, turning social chaos into effective conversations.

About Conversocial

Conversocial (@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, Barclaycard, ConEdison, Co-operative Bank, Travelex, Air New Zealand and more.

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


* tco/customerservice

** Customer Service Impact: Airline Study, Applied Marketing Science 2015, not previously

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