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normal.”.
5 TIPS FOR INTEGRATING AUTOMATION INTO YOUR CUSTOMER The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the WHY MOVE TO MESSAGING? Depth. Move to messaging does not mean “be on ALL channels”. It means to be on the RIGHT channels that your customers are already present on. To go deep on that channel, building experiences that are end-to-end and reduce customer friction. The future standard of customer experience is about channel depth, not breadth. CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Across Facebook and Instagram, adverts convert at an average of over 9% and CTM ads are often more successful - for a Christmas Lego campaign, they saw 3x more conversions, 31% cheaper than other types of advert with 6x ROI. Click-to-Messenger ads offer effortlessacquisition flows.
THIS WEEK: WHAT APPLE'S IOS 14.5 UPDATE MEANS FOR We learned this week about Apple’s move to make “the most significant improvement in digital privacy in the history of the internet”, with the imminent rollout of the iOS 14.5 update.Among the new features is App Tracking Transparency (ATT) which gives Apple device users the option of opting out of apps tracking their activity. HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
SUBSCRIPTION BUSINESSES CAN REDUCE CANCELLATIONS WITH With the aid of the internet, the ability to subscribe easily for a service has become one of today’s most powerful new business models. Subscriptions have become the dominant way for people to consume media (music and TV content), and are the fastest growing part of the ecommerce market for physical goods—the ecommerce subscription market has grown at over 100% a year for the past five DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN IN Sign in to your account. Keep me signed in. Sign In SIGN IN - CONVERSOCIAL Sign in to your account. Back in the game! New password set successfully. Keep me signed in. REPORT - THE STATE OF CUSTOMER EXPERIENCE TRENDS 2020 Download Now. “The first few months of 2020 have redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume alone. Customers have gone digital, ditching traditional channels and moving to messaging. This is the newnormal.”.
5 TIPS FOR INTEGRATING AUTOMATION INTO YOUR CUSTOMER The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the WHY MOVE TO MESSAGING? Depth. Move to messaging does not mean “be on ALL channels”. It means to be on the RIGHT channels that your customers are already present on. To go deep on that channel, building experiences that are end-to-end and reduce customer friction. The future standard of customer experience is about channel depth, not breadth. CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Across Facebook and Instagram, adverts convert at an average of over 9% and CTM ads are often more successful - for a Christmas Lego campaign, they saw 3x more conversions, 31% cheaper than other types of advert with 6x ROI. Click-to-Messenger ads offer effortlessacquisition flows.
THIS WEEK: WHAT APPLE'S IOS 14.5 UPDATE MEANS FOR We learned this week about Apple’s move to make “the most significant improvement in digital privacy in the history of the internet”, with the imminent rollout of the iOS 14.5 update.Among the new features is App Tracking Transparency (ATT) which gives Apple device users the option of opting out of apps tracking their activity. HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
SUBSCRIPTION BUSINESSES CAN REDUCE CANCELLATIONS WITH With the aid of the internet, the ability to subscribe easily for a service has become one of today’s most powerful new business models. Subscriptions have become the dominant way for people to consume media (music and TV content), and are the fastest growing part of the ecommerce market for physical goods—the ecommerce subscription market has grown at over 100% a year for the past five BLOG - CX, AUTOMATION AND MESSAGING CHANNELS Turn your agents into customer experience superheroes. Seamlessly integrate bots into the customer experience. Drive customer acquisition throughout the customer lifecycle. Compare apples-to-apples for smarter business decisions. Enable bots and humans all within a single platform. INTRODUCING THE STATE OF CUSTOMER EXPERIENCE 2020 REPORT Introducing The State of Customer Experience 2020 Report. Written by Harry Rollason. 2020 has redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume alone. Customers have gone digital, ditching traditional channels and movingto messaging.
5 CUSTOMER EXPERIENCE TRENDS FOR 2020 AND BEYOND Turn your agents into customer experience superheroes. Bots. Seamlessly integrate bots into the customer experience. Notify. Drive customer acquisition throughout the customer lifecycle. Insights. Compare apples-to-apples for smarter business decisions. Switchboard. Enable bots and humans all within a single platform. THIS WEEK: A NEW ERA OF CUSTOMER ACQUISITION AS BIG TECH Consumers are craving more personalized, less intrusive experiences. 88% of people are more likely to be repeat customers if they receive great CX on private messaging channels. It feels like the perfect storm for brands to rethink their customer acquisition and engagement strategies. They may not be able to market to quite as many leads, but INTRODUCING: THE CONVERSATIONAL CUSTOMER EXPERIENCE The Conversocial Conversational Customer Experience Platform brings together four key capabilities: Agent Workspace: Prioritize and route relevant conversations over asynchronous messaging channels — based on identity and full conversational context, not session — to the best individual, team or bot based on a fully customized workflow. CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Customer engagement now happens beyond the contact center. 2020's Digital Reckoning means customer expectations have changed for online interactions with their favorite brands. As demand for better digital experiences grows, it provides the chance to add more feathers to a brand’s bow when it comes to customer engagement. THIS WEEK: WHAT APPLE'S IOS 14.5 UPDATE MEANS FOR We learned this week about Apple’s move to make “the most significant improvement in digital privacy in the history of the internet”, with the imminent rollout of the iOS 14.5 update.Among the new features is App Tracking Transparency (ATT) which gives Apple device users the option of opting out of apps tracking their activity. 3 WAYS BRANDS CAN USE AGENT ASSIST TO CREATE SEAMLESS CX Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence. HOW DO CUSTOMERS PERCEIVE YOUR BRAND? That’s entirely in the hands of your customers. What customers share about your brand—online or offline—shapes how people view your organization. Happy customers write positive reviews, share your name on social media, and rave about you to their friends. A great customer experience is its own sales and marketing. TOP CUSTOMER SERVICE STATS AND TRENDS FOR 2019 4) By 2025, 85% customer service interactions will be automated and it’s clear as to why - Ameyo. For chatbots, 2019 ushers in the year of maturity. Needless to say, there was a lot of hype around chatbots and artificial intelligence (AI) last year, but this trend didn’ttake
DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN IN Sign in to your account. Keep me signed in. Sign In REPORT - THE STATE OF CUSTOMER EXPERIENCE TRENDS 2020 Download Now. “The first few months of 2020 have redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume alone. Customers have gone digital, ditching traditional channels and moving to messaging. This is the newnormal.”.
APPLE FOR BUSINESS MESSAGING Apple Business Chat is more than just text messaging. It’s a rich user experience that leverages the power of iOS by bringing in its features into the Messages app, including Apple Pay, Wallet cards, Maps, AR and more. With the Messages app/Messages on all iOS and MacOS devices, Apple Business Chat makes connecting with a brand as easy as 5 TIPS FOR INTEGRATING AUTOMATION INTO YOUR CUSTOMER The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the THIS WEEK: WHAT APPLE'S IOS 14.5 UPDATE MEANS FOR We learned this week about Apple’s move to make “the most significant improvement in digital privacy in the history of the internet”, with the imminent rollout of the iOS 14.5 update.Among the new features is App Tracking Transparency (ATT) which gives Apple device users the option of opting out of apps tracking their activity. HOW TO WRITE A CUSTOMER SERVICE JOB AD FOR AGENTS WITH 3. Curious. The best customer service agents are not only eager to learn new tools but also to understand the business. You’re looking for candidates who have made efforts to grow their skills in previous roles and are hungry for continuous improvement. Keywords: curious, engaged, interested, enthusiastic, motivated. 4. INTRODUCING THE STATE OF DIGITAL CUSTOMER EXPERIENCE Now in its third iteration, our just released,The State of Digital Customer Experience Report 2019: The Social Messaging Landscape in 2019 and Beyond, addresses the key consumer behaviours and trends impacting the state of digital customer experience in 2019, laying out best practices and recommendations to ensure your brand is driving profitable, friction-free and lasting relationships over HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
SUBSCRIPTION BUSINESSES CAN REDUCE CANCELLATIONS WITH With the aid of the internet, the ability to subscribe easily for a service has become one of today’s most powerful new business models. Subscriptions have become the dominant way for people to consume media (music and TV content), and are the fastest growing part of the ecommerce market for physical goods—the ecommerce subscription market has grown at over 100% a year for the past five DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN IN Sign in to your account. Keep me signed in. Sign In REPORT - THE STATE OF CUSTOMER EXPERIENCE TRENDS 2020 Download Now. “The first few months of 2020 have redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume alone. Customers have gone digital, ditching traditional channels and moving to messaging. This is the newnormal.”.
5 TIPS FOR INTEGRATING AUTOMATION INTO YOUR CUSTOMER The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the pre-pandemic norms. APPLE FOR BUSINESS MESSAGING Apple Business Chat is more than just text messaging. It’s a rich user experience that leverages the power of iOS by bringing in its features into the Messages app, including Apple Pay, Wallet cards, Maps, AR and more. With the Messages app/Messages on all iOS and MacOS devices, Apple Business Chat makes connecting with a brand as easy as THIS WEEK: WHAT APPLE'S IOS 14.5 UPDATE MEANS FOR We learned this week about Apple’s move to make “the most significant improvement in digital privacy in the history of the internet”, with the imminent rollout of the iOS 14.5 update.Among the new features is App Tracking Transparency (ATT) which gives Apple device users the option of opting out of apps tracking their activity. HOW TO WRITE A CUSTOMER SERVICE JOB AD FOR AGENTS WITH 3. Curious. The best customer service agents are not only eager to learn new tools but also to understand the business. You’re looking for candidates who have made efforts to grow their skills in previous roles and are hungry for continuous improvement. Keywords: curious, engaged, interested, enthusiastic, motivated. 4. INTRODUCING THE STATE OF DIGITAL CUSTOMER EXPERIENCE Now in its third iteration, our just released,The State of Digital Customer Experience Report 2019: The Social Messaging Landscape in 2019 and Beyond, addresses the key consumer behaviours and trends impacting the state of digital customer experience in 2019, laying out best practices and recommendations to ensure your brand is driving profitable, friction-free and lasting relationships over HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
SUBSCRIPTION BUSINESSES CAN REDUCE CANCELLATIONS WITH With the aid of the internet, the ability to subscribe easily for a service has become one of today’s most powerful new business models. Subscriptions have become the dominant way for people to consume media (music and TV content), and are the fastest growing part of the ecommerce market for physical goods—the ecommerce subscription market has grown at over 100% a year for the past five SIGN IN - CONVERSOCIAL Sign in to your account. Back in the game! New password set successfully. Keep me signed in. 5 TIPS FOR INTEGRATING AUTOMATION INTO YOUR CUSTOMER The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the pre-pandemic norms. CONTACT US | CONVERSOCIAL 3 West 18th Street, 8th Floor. New York, NY 10011, USA. +1 (646) 3752492.
LEADERSHIP TEAM
Chris leads the Professional Services team at Conversocial, covering everything from in-depth strategic development, through to implementation, reporting and technical integrations to client systems. Chris joined Conversocial in 2014 as head of PS in EMEA,stepping
THIS WEEK: A NEW ERA OF CUSTOMER ACQUISITION AS BIG TECH Consumers are craving more personalized, less intrusive experiences. 88% of people are more likely to be repeat customers if they receive great CX on private messaging channels. It feels like the perfect storm for brands to rethink their customer acquisition and engagement strategies. They may not be able to market to quite as many leads, but WHY MOVE TO MESSAGING? Depth. Move to messaging does not mean “be on ALL channels”. It means to be on the RIGHT channels that your customers are already present on. To go deep on that channel, building experiences that are end-to-end and reduce customer friction. The future standard of customer experience is about channel depth, not breadth. 3 WAYS BRANDS CAN USE AGENT ASSIST TO CREATE SEAMLESS CX Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence. THIS WEEK: FORRESTER MAKES THE CASE FOR ASYNCHRONOUS The main (perceived) issue that makes them reluctant to invest in asynchronous messaging is a ‘lack of appropriate use cases’ and a belief that existing tech isn’t ready to support it. Only 19% regularly use private messaging platforms for customer interactions, although the vast majority (86%) do it to improve their CX. CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Across Facebook and Instagram, adverts convert at an average of over 9% and CTM ads are often more successful - for a Christmas Lego campaign, they saw 3x more conversions, 31% cheaper than other types of advert with 6x ROI. Click-to-Messenger ads offer effortlessacquisition flows.
HOW DO CUSTOMERS PERCEIVE YOUR BRAND? That’s entirely in the hands of your customers. What customers share about your brand—online or offline—shapes how people view your organization. Happy customers write positive reviews, share your name on social media, and rave about you to their friends. A great customer experience is its own sales and marketing. DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN IN Sign in to your account. Keep me signed in. Sign In SIGN IN - CONVERSOCIAL Sign in to your account. Back in the game! New password set successfully. Keep me signed in. REPORT - THE STATE OF CUSTOMER EXPERIENCE TRENDS 2020 Download Now. “The first few months of 2020 have redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume alone. Customers have gone digital, ditching traditional channels and moving to messaging. This is the newnormal.”.
5 TIPS FOR INTEGRATING AUTOMATION INTO YOUR CUSTOMER The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Across Facebook and Instagram, adverts convert at an average of over 9% and CTM ads are often more successful - for a Christmas Lego campaign, they saw 3x more conversions, 31% cheaper than other types of advert with 6x ROI. Click-to-Messenger ads offer effortlessacquisition flows.
THIS WEEK: WHAT APPLE'S IOS 14.5 UPDATE MEANS FOR We learned this week about Apple’s move to make “the most significant improvement in digital privacy in the history of the internet”, with the imminent rollout of the iOS 14.5 update.Among the new features is App Tracking Transparency (ATT) which gives Apple device users the option of opting out of apps tracking their activity. INTRODUCING THE STATE OF DIGITAL CUSTOMER EXPERIENCE Now in its third iteration, our just released,The State of Digital Customer Experience Report 2019: The Social Messaging Landscape in 2019 and Beyond, addresses the key consumer behaviours and trends impacting the state of digital customer experience in 2019, laying out best practices and recommendations to ensure your brand is driving profitable, friction-free and lasting relationships over 3 WAYS BRANDS CAN USE AGENT ASSIST TO CREATE SEAMLESS CX Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence. HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN IN Sign in to your account. Keep me signed in. Sign In SIGN IN - CONVERSOCIAL Sign in to your account. Back in the game! New password set successfully. Keep me signed in. REPORT - THE STATE OF CUSTOMER EXPERIENCE TRENDS 2020 Download Now. “The first few months of 2020 have redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume alone. Customers have gone digital, ditching traditional channels and moving to messaging. This is the newnormal.”.
5 TIPS FOR INTEGRATING AUTOMATION INTO YOUR CUSTOMER The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Across Facebook and Instagram, adverts convert at an average of over 9% and CTM ads are often more successful - for a Christmas Lego campaign, they saw 3x more conversions, 31% cheaper than other types of advert with 6x ROI. Click-to-Messenger ads offer effortlessacquisition flows.
THIS WEEK: WHAT APPLE'S IOS 14.5 UPDATE MEANS FOR We learned this week about Apple’s move to make “the most significant improvement in digital privacy in the history of the internet”, with the imminent rollout of the iOS 14.5 update.Among the new features is App Tracking Transparency (ATT) which gives Apple device users the option of opting out of apps tracking their activity. INTRODUCING THE STATE OF DIGITAL CUSTOMER EXPERIENCE Now in its third iteration, our just released,The State of Digital Customer Experience Report 2019: The Social Messaging Landscape in 2019 and Beyond, addresses the key consumer behaviours and trends impacting the state of digital customer experience in 2019, laying out best practices and recommendations to ensure your brand is driving profitable, friction-free and lasting relationships over 3 WAYS BRANDS CAN USE AGENT ASSIST TO CREATE SEAMLESS CX Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence. HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
5 TIPS FOR INTEGRATING AUTOMATION INTO YOUR CUSTOMER The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the pre-pandemic norms. SIGN IN - CONVERSOCIAL Sign in to your account. Back in the game! New password set successfully. Keep me signed in. CONTACT US | CONVERSOCIAL 3 West 18th Street, 8th Floor. New York, NY 10011, USA. +1 (646) 3752492.
LEADERSHIP TEAM
Chris leads the Professional Services team at Conversocial, covering everything from in-depth strategic development, through to implementation, reporting and technical integrations to client systems. Chris joined Conversocial in 2014 as head of PS in EMEA,stepping
THIS WEEK: A NEW ERA OF CUSTOMER ACQUISITION AS BIG TECH Consumers are craving more personalized, less intrusive experiences. 88% of people are more likely to be repeat customers if they receive great CX on private messaging channels. It feels like the perfect storm for brands to rethink their customer acquisition and engagement strategies. They may not be able to market to quite as many leads, but WHY MOVE TO MESSAGING? Depth. Move to messaging does not mean “be on ALL channels”. It means to be on the RIGHT channels that your customers are already present on. To go deep on that channel, building experiences that are end-to-end and reduce customer friction. The future standard of customer experience is about channel depth, not breadth. 3 WAYS BRANDS CAN USE AGENT ASSIST TO CREATE SEAMLESS CX Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence. THIS WEEK: FORRESTER MAKES THE CASE FOR ASYNCHRONOUS The main (perceived) issue that makes them reluctant to invest in asynchronous messaging is a ‘lack of appropriate use cases’ and a belief that existing tech isn’t ready to support it. Only 19% regularly use private messaging platforms for customer interactions, although the vast majority (86%) do it to improve their CX. HOW DO CUSTOMERS PERCEIVE YOUR BRAND? That’s entirely in the hands of your customers. What customers share about your brand—online or offline—shapes how people view your organization. Happy customers write positive reviews, share your name on social media, and rave about you to their friends. A great customer experience is its own sales and marketing. HOW TO WRITE A CUSTOMER SERVICE JOB AD FOR AGENTS WITH 3. Curious. The best customer service agents are not only eager to learn new tools but also to understand the business. You’re looking for candidates who have made efforts to grow their skills in previous roles and are hungry for continuous improvement. Keywords: curious, engaged, interested, enthusiastic, motivated. 4. DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN IN Sign in to your account. Keep me signed in. Sign In SIGN IN - CONVERSOCIAL Sign in to your account. Back in the game! New password set successfully. Keep me signed in. REPORT - THE STATE OF CUSTOMER EXPERIENCE TRENDS 2020 Download Now. “The first few months of 2020 have redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume alone. Customers have gone digital, ditching traditional channels and moving to messaging. This is the newnormal.”.
HOW TO MEASURE SOCIAL CUSTOMER SERVICE PERFORMANCESEE MORE ONCONVERSOCIAL.COM
5 TIPS FOR INTEGRATING AUTOMATION INTO YOUR CUSTOMER The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the WHY MOVE TO MESSAGING? Depth. Move to messaging does not mean “be on ALL channels”. It means to be on the RIGHT channels that your customers are already present on. To go deep on that channel, building experiences that are end-to-end and reduce customer friction. The future standard of customer experience is about channel depth, not breadth. CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Across Facebook and Instagram, adverts convert at an average of over 9% and CTM ads are often more successful - for a Christmas Lego campaign, they saw 3x more conversions, 31% cheaper than other types of advert with 6x ROI. Click-to-Messenger ads offer effortlessacquisition flows.
HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
SUBSCRIPTION BUSINESSES CAN REDUCE CANCELLATIONS WITH With the aid of the internet, the ability to subscribe easily for a service has become one of today’s most powerful new business models. Subscriptions have become the dominant way for people to consume media (music and TV content), and are the fastest growing part of the ecommerce market for physical goods—the ecommerce subscription market has grown at over 100% a year for the past five DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN IN Sign in to your account. Keep me signed in. Sign In SIGN IN - CONVERSOCIAL Sign in to your account. Back in the game! New password set successfully. Keep me signed in. REPORT - THE STATE OF CUSTOMER EXPERIENCE TRENDS 2020 Download Now. “The first few months of 2020 have redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume alone. Customers have gone digital, ditching traditional channels and moving to messaging. This is the newnormal.”.
HOW TO MEASURE SOCIAL CUSTOMER SERVICE PERFORMANCESEE MORE ONCONVERSOCIAL.COM
5 TIPS FOR INTEGRATING AUTOMATION INTO YOUR CUSTOMER The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the WHY MOVE TO MESSAGING? Depth. Move to messaging does not mean “be on ALL channels”. It means to be on the RIGHT channels that your customers are already present on. To go deep on that channel, building experiences that are end-to-end and reduce customer friction. The future standard of customer experience is about channel depth, not breadth. CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Across Facebook and Instagram, adverts convert at an average of over 9% and CTM ads are often more successful - for a Christmas Lego campaign, they saw 3x more conversions, 31% cheaper than other types of advert with 6x ROI. Click-to-Messenger ads offer effortlessacquisition flows.
HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
SUBSCRIPTION BUSINESSES CAN REDUCE CANCELLATIONS WITH With the aid of the internet, the ability to subscribe easily for a service has become one of today’s most powerful new business models. Subscriptions have become the dominant way for people to consume media (music and TV content), and are the fastest growing part of the ecommerce market for physical goods—the ecommerce subscription market has grown at over 100% a year for the past five REPORT - THE STATE OF CUSTOMER EXPERIENCE TRENDS 2020 Download Now. “The first few months of 2020 have redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume alone. Customers have gone digital, ditching traditional channels and moving to messaging. This is the newnormal.”.
5 TIPS FOR INTEGRATING AUTOMATION INTO YOUR CUSTOMER The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the pre-pandemic norms. INTRODUCING THE STATE OF DIGITAL CUSTOMER EXPERIENCE Now in its third iteration, our just released,The State of Digital Customer Experience Report 2019: The Social Messaging Landscape in 2019 and Beyond, addresses the key consumer behaviours and trends impacting the state of digital customer experience in 2019, laying out best practices and recommendations to ensure your brand is driving profitable, friction-free and lasting relationships over THIS WEEK: A NEW ERA OF CUSTOMER ACQUISITION AS BIG TECH Consumers are craving more personalized, less intrusive experiences. 88% of people are more likely to be repeat customers if they receive great CX on private messaging channels. It feels like the perfect storm for brands to rethink their customer acquisition and engagement strategies. They may not be able to market to quite as many leads, but 3 WAYS BRANDS CAN USE AGENT ASSIST TO CREATE SEAMLESS CX Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence. THIS WEEK: FORRESTER MAKES THE CASE FOR ASYNCHRONOUS The main (perceived) issue that makes them reluctant to invest in asynchronous messaging is a ‘lack of appropriate use cases’ and a belief that existing tech isn’t ready to support it. Only 19% regularly use private messaging platforms for customer interactions, although the vast majority (86%) do it to improve their CX. THIS WEEK: GOOGLE TAKES AWAY THE COOKIE JAR We learned last week that the 2022 release of Chrome will not use third-party cookies to track users’ data. Google’s explanation is that there’s a lack of trust in the internet - 72% of people think everything they do online is tracked by advertisers, 81% believe HOW DO CUSTOMERS PERCEIVE YOUR BRAND? That’s entirely in the hands of your customers. What customers share about your brand—online or offline—shapes how people view your organization. Happy customers write positive reviews, share your name on social media, and rave about you to their friends. A great customer experience is its own sales and marketing. IS THIS THE NEW ‘NEW DAWN’ OF CUSTOMER CENTRICITY The term customer centricity, credited to Lester Wunderman, has been around since the 1960s. At its inception, it referred to a new approach in marketing; one that moved away from mass broadcasting to instead focus on segment advertising. Since then, it has been used in many guises to mean a host of different things. MESSAGING IS BETTER THAN LIVE CHAT Messaging is better than live chat. There, we’ve said it. Messaging channels are a combination of both real-time chat (and all of the accompanying functionalities like typing indicators as one example) as well as continuous messages with notifications. The evidence couldn’t be more clear; messaging channels are not only better foryour
DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN IN Sign in to your account. Keep me signed in. Sign In SIGN IN - CONVERSOCIAL Sign in to your account. Back in the game! New password set successfully. Keep me signed in. APPLE FOR BUSINESS MESSAGING Apple Business Chat is more than just text messaging. It’s a rich user experience that leverages the power of iOS by bringing in its features into the Messages app, including Apple Pay, Wallet cards, Maps, AR and more. With the Messages app/Messages on all iOS and MacOS devices, Apple Business Chat makes connecting with a brand as easy as WHY MOVE TO MESSAGING? Depth. Move to messaging does not mean “be on ALL channels”. It means to be on the RIGHT channels that your customers are already present on. To go deep on that channel, building experiences that are end-to-end and reduce customer friction. The future standard of customer experience is about channel depth, not breadth. CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Across Facebook and Instagram, adverts convert at an average of over 9% and CTM ads are often more successful - for a Christmas Lego campaign, they saw 3x more conversions, 31% cheaper than other types of advert with 6x ROI. Click-to-Messenger ads offer effortlessacquisition flows.
INTRODUCING THE STATE OF DIGITAL CUSTOMER EXPERIENCE Now in its third iteration, our just released,The State of Digital Customer Experience Report 2019: The Social Messaging Landscape in 2019 and Beyond, addresses the key consumer behaviours and trends impacting the state of digital customer experience in 2019, laying out best practices and recommendations to ensure your brand is driving profitable, friction-free and lasting relationships over CUSTOMER SUCCESS STORY Gymshark's Digital Care Story: Building a Social Care Operation for the Digital Customer. Gymshark are a true paradigm of what a digital brand should be. They’re a company dedicated to driving customer engagement, strengthening brand loyalty and delivering high-quality customer service—on social. From the get-go, Gymshark has been a HOW DO CUSTOMERS PERCEIVE YOUR BRAND? That’s entirely in the hands of your customers. What customers share about your brand—online or offline—shapes how people view your organization. Happy customers write positive reviews, share your name on social media, and rave about you to their friends. A great customer experience is its own sales and marketing. HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN IN Sign in to your account. Keep me signed in. Sign In SIGN IN - CONVERSOCIAL Sign in to your account. Back in the game! New password set successfully. Keep me signed in. APPLE FOR BUSINESS MESSAGING Apple Business Chat is more than just text messaging. It’s a rich user experience that leverages the power of iOS by bringing in its features into the Messages app, including Apple Pay, Wallet cards, Maps, AR and more. With the Messages app/Messages on all iOS and MacOS devices, Apple Business Chat makes connecting with a brand as easy as WHY MOVE TO MESSAGING? Depth. Move to messaging does not mean “be on ALL channels”. It means to be on the RIGHT channels that your customers are already present on. To go deep on that channel, building experiences that are end-to-end and reduce customer friction. The future standard of customer experience is about channel depth, not breadth. CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Across Facebook and Instagram, adverts convert at an average of over 9% and CTM ads are often more successful - for a Christmas Lego campaign, they saw 3x more conversions, 31% cheaper than other types of advert with 6x ROI. Click-to-Messenger ads offer effortlessacquisition flows.
INTRODUCING THE STATE OF DIGITAL CUSTOMER EXPERIENCE Now in its third iteration, our just released,The State of Digital Customer Experience Report 2019: The Social Messaging Landscape in 2019 and Beyond, addresses the key consumer behaviours and trends impacting the state of digital customer experience in 2019, laying out best practices and recommendations to ensure your brand is driving profitable, friction-free and lasting relationships over CUSTOMER SUCCESS STORY Gymshark's Digital Care Story: Building a Social Care Operation for the Digital Customer. Gymshark are a true paradigm of what a digital brand should be. They’re a company dedicated to driving customer engagement, strengthening brand loyalty and delivering high-quality customer service—on social. From the get-go, Gymshark has been a HOW DO CUSTOMERS PERCEIVE YOUR BRAND? That’s entirely in the hands of your customers. What customers share about your brand—online or offline—shapes how people view your organization. Happy customers write positive reviews, share your name on social media, and rave about you to their friends. A great customer experience is its own sales and marketing. CUSTOMER EXPERIENCE PLATFORM FOR MESSAGING CHANNELS Step 1. Step 2. Step 3. Step 4. Agent Workspace. Let Conversocial’s intelligent, rules-based routing system and prioritization engine ensure that relevant conversations — based on identity and full conversational context — get distributed to the best individual or team, based on a fully customized workflow. Learn More.CONVERSOCIAL BOTS
Conversocial bots are adaptive and flexible, allowing for dynamic conversational experiences driven by Random Access Navigation (RAN) — a proprietary technology — giving customers the ability to navigate through intent and interaction history without a predefinedpath.
AGENT WORKSPACE
Fully Automated Inbound Handling. Our intelligent, rules-based routing system and prioritization engine ensure that relevant conversations — based on identity and full conversational context — get distributed to the best individual, team or bot based on a fully customized workflow.PUBLIC SOCIAL MEDIA
Conversocial helps brands connect quickly and easily with their customers on public social media channels. Facebook, Twitter, Instagram: Engage with your customers on public social channels to resolve service issues fast and reliably. Transform your customer care program into a competitive REPORT - THE STATE OF CUSTOMER EXPERIENCE TRENDS 2020 Download Now. “The first few months of 2020 have redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume alone. Customers have gone digital, ditching traditional channels and moving to messaging. This is the newnormal.”.
CONTACT US | CONVERSOCIAL 3 West 18th Street, 8th Floor. New York, NY 10011, USA. +1 (646) 3752492.
CONVERSOCIAL ACQUIRES ASSIST TO CREATE THE CONVERSATIONAL Conversocial Acquires Assist to Create the Conversational Customer Experience Platform Deliver Conversational Customer Experiences with Adaptive Automation. Contact Conversocial to turn Adaptive Automation into your competitive customer experience advantage. 3 WAYS BRANDS CAN USE AGENT ASSIST TO CREATE SEAMLESS CX Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence. HOW DO CUSTOMERS PERCEIVE YOUR BRAND? That’s entirely in the hands of your customers. What customers share about your brand—online or offline—shapes how people view your organization. Happy customers write positive reviews, share your name on social media, and rave about you to their friends. A great customer experience is its own sales and marketing. HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN IN Sign in to your account. Keep me signed in. Sign In SIGN IN - CONVERSOCIAL Sign in to your account. Back in the game! New password set successfully. Keep me signed in. APPLE FOR BUSINESS MESSAGING Apple Business Chat is more than just text messaging. It’s a rich user experience that leverages the power of iOS by bringing in its features into the Messages app, including Apple Pay, Wallet cards, Maps, AR and more. With the Messages app/Messages on all iOS and MacOS devices, Apple Business Chat makes connecting with a brand as easy as WHY MOVE TO MESSAGING? Depth. Move to messaging does not mean “be on ALL channels”. It means to be on the RIGHT channels that your customers are already present on. To go deep on that channel, building experiences that are end-to-end and reduce customer friction. The future standard of customer experience is about channel depth, not breadth. CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Across Facebook and Instagram, adverts convert at an average of over 9% and CTM ads are often more successful - for a Christmas Lego campaign, they saw 3x more conversions, 31% cheaper than other types of advert with 6x ROI. Click-to-Messenger ads offer effortlessacquisition flows.
INTRODUCING THE STATE OF DIGITAL CUSTOMER EXPERIENCE Now in its third iteration, our just released,The State of Digital Customer Experience Report 2019: The Social Messaging Landscape in 2019 and Beyond, addresses the key consumer behaviours and trends impacting the state of digital customer experience in 2019, laying out best practices and recommendations to ensure your brand is driving profitable, friction-free and lasting relationships over CUSTOMER SUCCESS STORY Gymshark's Digital Care Story: Building a Social Care Operation for the Digital Customer. Gymshark are a true paradigm of what a digital brand should be. They’re a company dedicated to driving customer engagement, strengthening brand loyalty and delivering high-quality customer service—on social. From the get-go, Gymshark has been a HOW DO CUSTOMERS PERCEIVE YOUR BRAND? That’s entirely in the hands of your customers. What customers share about your brand—online or offline—shapes how people view your organization. Happy customers write positive reviews, share your name on social media, and rave about you to their friends. A great customer experience is its own sales and marketing. HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN IN Sign in to your account. Keep me signed in. Sign In SIGN IN - CONVERSOCIAL Sign in to your account. Back in the game! New password set successfully. Keep me signed in. APPLE FOR BUSINESS MESSAGING Apple Business Chat is more than just text messaging. It’s a rich user experience that leverages the power of iOS by bringing in its features into the Messages app, including Apple Pay, Wallet cards, Maps, AR and more. With the Messages app/Messages on all iOS and MacOS devices, Apple Business Chat makes connecting with a brand as easy as WHY MOVE TO MESSAGING? Depth. Move to messaging does not mean “be on ALL channels”. It means to be on the RIGHT channels that your customers are already present on. To go deep on that channel, building experiences that are end-to-end and reduce customer friction. The future standard of customer experience is about channel depth, not breadth. CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Across Facebook and Instagram, adverts convert at an average of over 9% and CTM ads are often more successful - for a Christmas Lego campaign, they saw 3x more conversions, 31% cheaper than other types of advert with 6x ROI. Click-to-Messenger ads offer effortlessacquisition flows.
INTRODUCING THE STATE OF DIGITAL CUSTOMER EXPERIENCE Now in its third iteration, our just released,The State of Digital Customer Experience Report 2019: The Social Messaging Landscape in 2019 and Beyond, addresses the key consumer behaviours and trends impacting the state of digital customer experience in 2019, laying out best practices and recommendations to ensure your brand is driving profitable, friction-free and lasting relationships over CUSTOMER SUCCESS STORY Gymshark's Digital Care Story: Building a Social Care Operation for the Digital Customer. Gymshark are a true paradigm of what a digital brand should be. They’re a company dedicated to driving customer engagement, strengthening brand loyalty and delivering high-quality customer service—on social. From the get-go, Gymshark has been a HOW DO CUSTOMERS PERCEIVE YOUR BRAND? That’s entirely in the hands of your customers. What customers share about your brand—online or offline—shapes how people view your organization. Happy customers write positive reviews, share your name on social media, and rave about you to their friends. A great customer experience is its own sales and marketing. HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
CUSTOMER EXPERIENCE PLATFORM FOR MESSAGING CHANNELS Step 1. Step 2. Step 3. Step 4. Agent Workspace. Let Conversocial’s intelligent, rules-based routing system and prioritization engine ensure that relevant conversations — based on identity and full conversational context — get distributed to the best individual or team, based on a fully customized workflow. Learn More.CONVERSOCIAL BOTS
Conversocial bots are adaptive and flexible, allowing for dynamic conversational experiences driven by Random Access Navigation (RAN) — a proprietary technology — giving customers the ability to navigate through intent and interaction history without a predefinedpath.
AGENT WORKSPACE
Fully Automated Inbound Handling. Our intelligent, rules-based routing system and prioritization engine ensure that relevant conversations — based on identity and full conversational context — get distributed to the best individual, team or bot based on a fully customized workflow.PUBLIC SOCIAL MEDIA
Conversocial helps brands connect quickly and easily with their customers on public social media channels. Facebook, Twitter, Instagram: Engage with your customers on public social channels to resolve service issues fast and reliably. Transform your customer care program into a competitive REPORT - THE STATE OF CUSTOMER EXPERIENCE TRENDS 2020 Download Now. “The first few months of 2020 have redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume alone. Customers have gone digital, ditching traditional channels and moving to messaging. This is the newnormal.”.
CONTACT US | CONVERSOCIAL 3 West 18th Street, 8th Floor. New York, NY 10011, USA. +1 (646) 3752492.
CONVERSOCIAL ACQUIRES ASSIST TO CREATE THE CONVERSATIONAL Conversocial Acquires Assist to Create the Conversational Customer Experience Platform Deliver Conversational Customer Experiences with Adaptive Automation. Contact Conversocial to turn Adaptive Automation into your competitive customer experience advantage. 3 WAYS BRANDS CAN USE AGENT ASSIST TO CREATE SEAMLESS CX Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence. HOW DO CUSTOMERS PERCEIVE YOUR BRAND? That’s entirely in the hands of your customers. What customers share about your brand—online or offline—shapes how people view your organization. Happy customers write positive reviews, share your name on social media, and rave about you to their friends. A great customer experience is its own sales and marketing. HOW THOMAS COOK HAS CREATED A SUCCESSFUL CX How Thomas Cook Has Created a Successful CX. Written by Seleah Gardiner. Armed with smartphones, digital channels ablaze, the traveller of today has more voice than ever. Delivering second-class customer service no longer cuts it. Travel brands must create scaled, in-the-moment and meaningful 1:1 relationships with their customers ifthey want
DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN INCONVERSOCIAL LOG INCURRENT SOCIAL CHANGES IN AMERICAN Sign in to your account. Keep me signed in. Sign InAGENT WORKSPACE
Fully Automated Inbound Handling. Our intelligent, rules-based routing system and prioritization engine ensure that relevant conversations — based on identity and full conversational context — get distributed to the best individual, team or bot based on a fully customized workflow. HOW TO MEASURE SOCIAL CUSTOMER SERVICE PERFORMANCESEE MORE ONCONVERSOCIAL.COM
APPLE FOR BUSINESS MESSAGING Apple Business Chat is more than just text messaging. It’s a rich user experience that leverages the power of iOS by bringing in its features into the Messages app, CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Customer engagement now happens beyond the contact center. 2020's Digital Reckoning means customer expectations have changed for online interactions with their favorite brands. As demand for better digital experiences grows, it provides the chance to add more feathers to a brand’s bow when it comes to customer engagement. WHY MOVE TO MESSAGING? End-to-End. With messaging, brands finally have a way to collate all of their customer experiences into one place. A whole host of functionality can happen within messaging including payments, authentication, and appointment bookings - meaning that customers never have to be diverted to a different channel again. INTRODUCING THE STATE OF DIGITAL CUSTOMER EXPERIENCE Now in its third iteration, our just released,The State of Digital Customer Experience Report 2019: The Social Messaging Landscape in 2019 and Beyond, addresses the key consumer behaviours and trends impacting the state of digital customer experience in 2019, laying out best practices and recommendations to ensure your brand is driving profitable, friction-free and lasting relationships over CUSTOMER SUCCESS STORY The Journey to Digital Maturity—Challenges: Natively handled Social: Gymshark’s social handles were run natively leading to social confusion. The customer care team were unable to succinctly form a comprehensive view of each customer journey resulting in disjointed customer engagement, prolonged response times and lack of visibility on the effectiveness of their social operation. HOW DO CUSTOMERS PERCEIVE YOUR BRAND? It’s the little things “I really appreciate the small interactions,” one British customer told The Conversation.A friendly demeanor and genuine interest in helping the person you’re servinggoes a
DELIVER CONVERSATIONAL CX ON PRIVATE MESSAGING CHANNELSSIGN INPLATFORMCHANNELSLEARNBLOG Only private messaging channels provide continuous, convenient, and persistent customer conversations. And only Conversocial gives your brand preemptive, one-to-one, and scalable conversational CX. Messaging channels are proven to have an average open rate of 78% and an engagement rate of 8% SIGN IN - CONVERSOCIALFORGOTTEN PASSWORDSIGN INCONVERSOCIAL LOG INCURRENT SOCIAL CHANGES IN AMERICAN Sign in to your account. Keep me signed in. Sign InAGENT WORKSPACE
Fully Automated Inbound Handling. Our intelligent, rules-based routing system and prioritization engine ensure that relevant conversations — based on identity and full conversational context — get distributed to the best individual, team or bot based on a fully customized workflow. HOW TO MEASURE SOCIAL CUSTOMER SERVICE PERFORMANCESEE MORE ONCONVERSOCIAL.COM
APPLE FOR BUSINESS MESSAGING Apple Business Chat is more than just text messaging. It’s a rich user experience that leverages the power of iOS by bringing in its features into the Messages app, CUSTOMER ACQUISITION USING FACEBOOK MESSENGER, INSTAGRAM Customer engagement now happens beyond the contact center. 2020's Digital Reckoning means customer expectations have changed for online interactions with their favorite brands. As demand for better digital experiences grows, it provides the chance to add more feathers to a brand’s bow when it comes to customer engagement. WHY MOVE TO MESSAGING? End-to-End. With messaging, brands finally have a way to collate all of their customer experiences into one place. A whole host of functionality can happen within messaging including payments, authentication, and appointment bookings - meaning that customers never have to be diverted to a different channel again. INTRODUCING THE STATE OF DIGITAL CUSTOMER EXPERIENCE Now in its third iteration, our just released,The State of Digital Customer Experience Report 2019: The Social Messaging Landscape in 2019 and Beyond, addresses the key consumer behaviours and trends impacting the state of digital customer experience in 2019, laying out best practices and recommendations to ensure your brand is driving profitable, friction-free and lasting relationships over CUSTOMER SUCCESS STORY The Journey to Digital Maturity—Challenges: Natively handled Social: Gymshark’s social handles were run natively leading to social confusion. The customer care team were unable to succinctly form a comprehensive view of each customer journey resulting in disjointed customer engagement, prolonged response times and lack of visibility on the effectiveness of their social operation. HOW DO CUSTOMERS PERCEIVE YOUR BRAND? It’s the little things “I really appreciate the small interactions,” one British customer told The Conversation.A friendly demeanor and genuine interest in helping the person you’re servinggoes a
CUSTOMER EXPERIENCE PLATFORM FOR MESSAGING CHANNELS Let Conversocial’s intelligent, rules-based routing system and prioritization engine ensure that relevant conversations — based on identity and full conversational context — get distributed to the best individual or team, based on a fully customized workflow. Use our full suite of reportingCONVERSOCIAL BOTS
“Messaging service channels are central to our strategy at Aer Lingus, so we were excited to partner with Conversocial on the development of our tier-1 service bot.AGENT WORKSPACE
Fully Automated Inbound Handling. Our intelligent, rules-based routing system and prioritization engine ensure that relevant conversations — based on identity and full conversational context — get distributed to the best individual, team or bot based on a fully customized workflow. CONTACT US | CONVERSOCIAL To get in touch, message us, send us an email or fill out the form on this page and we'll be in touch as soon as possible.PUBLIC SOCIAL MEDIA
Conversocial helps brands connect quickly and easily with their customers on public social media channels. Facebook, Twitter, Instagram: Engage with your customers on public social channels to resolve service issues fast and reliably. Transform your customer care program into a competitive SIGN IN - CONVERSOCIAL Back in the game! New password set successfully. Keep me signed in.Sign In
REPORT - THE STATE OF CUSTOMER EXPERIENCE TRENDS 2020 Our report analyzes the changing customer preferences and behaviors that will impact your brand. It is here to provide a comprehensive overview of how consumers communicate, or at least want to communicate, with your brand in this new messaging era. “The first few months of 2020 have redefined 5 TIPS FOR INTEGRATING AUTOMATION INTO YOUR CUSTOMER The retail industry offers the clearest picture of the digital reckoning of the past 12+ months - the world saw a growth in retail eCommerce sales of 27.6% worldwide in 2020. Enforced changes have brought about huge shifts in consumer habits and mentality that don't appear to be going back to the CONVERSOCIAL ACQUIRES ASSIST TO CREATE THE CONVERSATIONAL Conversocial Acquires Assist to Create the Conversational Customer Experience Platform Deliver Conversational Customer Experiences with Adaptive Automation. Contact Conversocial to turn Adaptive Automation into your competitive customer experience advantage. 3 WAYS BRANDS CAN USE AGENT ASSIST TO CREATE SEAMLESS CX Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot. The legacy of 2016’s ‘ Year of the Bot ’ was too many badly designed bots, mak ing “I’m sorry, I don’t understand” a far too regular occurrence.* Contact
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Hey Pacific Airlines - I need to check in for my flight later today.Can you help?
Hey again Seleah! Here is your boarding pass for your flight later today. Safe travels! BOARDING PASS Thanks! can I upgrade my seat? looks like there is an aisle seat infront of me.
Ok, let me connect you to an agent who can assist you with yourinquiry.
Hi Seleah - Great idea! I can reserve that seat for you for $50. Just confirm here and I’ll get it done. Thanks! Confirmed!! That extra legroom is going to feel so good 😊 TAP INTO THE POWER OF MESSAGING AND AUTOMATION FOR:HAPPIER CUSTOMERS
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GET MORE NO-NONSENSE BEST PRACTICES & INSIGHT TO HELP SHAPE YOUR CUSTOMER SERVICE OPERATION! TRANSFORMING CUSTOMER SERVICE THROUGH MESSAGING AND AUTOMATION Learn how Volaris Airlines Transformed Its Customer Service Operationsin Just 18 Months.
Download the Case Study __ THE DEFINITIVE GUIDE TO CUSTOMER SERVICE IN THE ERA OF MESSAGING Our Guide to Becoming a Paradigm of Effortless, In-the-Moment CustomerService, at Scale.
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