Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
GET RECOGNIZED.
Let an ISACA® certification
elevate your career.

Register today and save
Press Releases
24/7/365 Network Uptime
Average Rating:
Rate this article:  
Conversocial Intros Proactive Social Customer Service
Conversocial Intros Proactive Social Customer Service

 
January 24, 2013 9:26AM
Conversocial Introduces Proactive Social Customer Service Channels to "Turn Listening Into Action" -- Connects Companies to the "Twitter Fire Hose" to Advance Social Media Strategies Beyond Monitoring.
 



New York, NY, January 24, 2013 -- Conversocial, the market leader in social customer service, announced today the release of "Proactive Customer Service Channels", offering advanced Twitter search capabilities dedicated to delivering industry-leading customer service when customers discuss brands and companies on Twitter.

Proactive Customer Service Channels can leverage the Twitter fire hose, bringing social customer service agents' unparalleled access to actionable social data. Social customer service teams are now able to locate and proactively respond to all customer issues via Twitter irrespective of the Twitter handles, hashtags, and company names they tweet on.

According to a recent research note authored by Jenny Sussin, Senior Research Analyst at Gartner, "Regardless of how collaborative you are inside your organization, you must present your business as one cohesive unit. Customers with a complaint or comment are not interested in which business unit within your organization is in charge of maintaining the Twitter handle, Facebook page, or LinkedIn company page; they would like a response to their remarks" *

By seamlessly integrating into Conversocial's advanced workflow, companies can now advance their social media strategies beyond monitoring. This new facility allows companies to finally overcome the major challenges of proactively reaching out:

Expand the Reach of the Customer Service Team Agents are able to easily identify and proactively respond to real customer service issues among vast social brand conversation, thanks to tight integration with Conversocial's dedicated social customer service workflow and reporting.

Get Direct to the Source Managers can create smart proactive customer service channels to build segmented proactive customer service inboxes, saving agents valuable time from scouring through 1000s of irrelevant tweets. As a result, customers can slice and dice Twitter data keywords, location, language, and more.

Build a Seamless Operation with Invisible Strings Managers can create distinct, custom search channels to direct customer service issues to the right team. And agents can respond from any corporate Twitter account to keep control of social conversations behind the scenes. Cross-functional teams can then organize internally without affecting the customer experience.

In the research Jenny Sussin continued, "Recognizing individuals on social media when they are not distinctly asking for it by complaining or broadcasting an opportunity for you is a way to bring your brand front and center in the eyes of the consumer, and differentiate yourself from your peers" *

Proactive Customer Service Channels allow companies to integrate service-focused proactive outreach seamlessly into all social media operations, ultimately providing improved customer satisfaction, brand protection against unaddressed negativity, and reduced agent hours.

"In the social media environment, where the volume of communication can become overwhelming, we provide companies with organized access to the conversations being held about their brand, and clear methods for responding and managing customer relations," said Joshua March, CEO of Conversocial.

"Responding to direct questions and complaints is only part of the job, though; we believe proactively monitoring social media to find customer service opportunities is the missing link in a company's social customer service strategy."

Source: Gartner - Best Practices in Business Etiquette for Social CRM
Published: 17 September 2012

About Conversocial (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:

Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Tor Internet Privacy Service Warns Users It Was Breached
You may never have heard of the Tor Project, but the Internet privacy service is making headlines. Tor’s devs say users might be victims of an attack launched against the project earlier this year.
 
Canadian Government Charges China with Cyberattack
The government of Canada is not happy with China. Canadian officials have accused "a highly sophisticated Chinese state-sponsored actor" of launching a cyberattack on its National Research Council.
 
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 

Enterprise Hardware Spotlight
AMD's ARM-Based Opteron Out in $3K Dev Kit
It's dubbed "Seattle" and it's AMD's first 64-bit ARM-based Opteron processor. The low-power chip is being released as part of AMD’s Opteron A1100-series developer kit, and aimed at high-end data center needs.
 
Apple Updates MacBook Pros, Cuts Prices Up to $100
The popular MacBook Pro laptop line just got an update and a price cut of as much as $100. The MacBook Pro with Retina display now includes faster processors and double the memory.
 
Dell, BlackBerry Not Sweating Apple-IBM Alliance
IBM's recent move to partner with Apple to sell iPhones and iPads loaded with corporate applications has excited investors in both companies, but two rivals say they are unperturbed for now.
 

Mobile Technology Spotlight
Virgin Mobile Offers Custom Smartphone Plans
As the wireless carrier wars continue heating up, Virgin Mobile just threw the customization coal onto the fire. The firm has debuted a no-annual-contract plan with rates based on individual use.
 
Collaboration Provider Asana Revamps Mobile App
Asana, a collaboration software provider started by a Facebook founder, is now out with a rebuilt native iOS mobile app. It replaces one that even the company admits was not up to par.
 
FTC Wants Fix for 'Perfect Scam' of Mobile Cramming
The U.S. Federal Trade Commission has issued new guidelines to curb “mobile cramming,” a troublesome practice that adds unauthorized third-party charges to mobile phone bills.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | CRM Systems | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.