Conversocial Introduces Proactive Social Customer Service

By Anamika Singh
TMCnet Contributor

Conversocial, a provider of social customer service, announced the release of “Proactive Customer Service Channels.” This software provides advanced Twitter (News - Alert) search capabilities to deliver customer service for brands and companies on Twitter.

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

A research note by JennySussin, Senior Research Analyst at Gartner (News - Alert), says “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 (News - Alert) company page; they would like a response to their remarks.”

By seamlessly integrating into Conversocial’s advanced workflow, companies can work on their social media strategies along with monitoring. It helps expand the reach of the customer service team. Agents identify and proactively respond to real customer service issues with Conversocial's dedicated social customer service workflow and reporting.

Managers can create smart proactive customer service channels to build segmented proactive customer service inboxes, which saves agents time from irrelevant tweets.

The social customer service workflow helps build a Seamless Operation with Invisible Strings. Managers can create distinct, custom search channels to direct customer service issues to the right team. Agents can respond from any corporate Twitter account.

“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,” Jenny Sussin adds.

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,” March added.