Customer Care Platform Announces Enhancements Enabling Brands to Conduct Social Messaging for Customer Care at Scale, Including Industry-First Capability to Survey CSAT and NPS Via Facebook Messenger
New York and London /PRNewswire/ - Conversocial, the leader in social customer care, today unveils the next-generation in social customer care with new workflow, intelligence and insight capabilities. The new features enable support teams at enterprise brands to respond faster, work smarter and drive more measurable results.
This launch - which includes an industry-first capability to survey CSAT and NPS via Facebook Messenger - is indicative of Conversocial's innovative approach to customer engagement, facilitating the shift towards personalized, convenient social messaging, and driving the broader adoption of social customer service.
Insights and analytics around social customer care has been a key challenge for brands that have made social a major component of their customer service ecosystem. CRM platforms and social "listening" suites tend to not deliver the actionable insights required by global, distributed customer care operations, especially as it relates to social messaging. As more and more brands scale up their ability to be responsive and helpful to customers using social messaging, they need sophisticated noise reduction, automation, prioritization, routing and reporting capabilities that only specialized solutions like Conversocial can provide.
"Social engagement has matured to the level where it needs to be treated with the same gravity as other care channels like voice, email, and chat, while simultaneously harnessing the nuances of social messaging that makes these channels so unique," says Joshua March, CEO and Founder of Conversocial. "Enabling businesses to deliver in-the-moment, effortless customer care on social requires an enterprise-ready partner, and our latest set of product enhancements are purpose-built to enable customer care teams to deliver an incredible customer experience with scale and efficiency over social messaging channels."
As part of its latest platform enhancements, Conversocial has expanded capabilities across four key areas that are crucial to messaging-centric social customer care teams:
To learn more about these new features and how Conversocial is fundamentally reshaping social customer service for the enterprise, please join us for a live webinar on November 9, 2017 at 11AM EST/ 8AM PST / 4PM GMT. Click here to participate.
Conversocial (@conversocial / http://www.conversocial.com) is a leading customer engagement platform for today's always-on mobile, social customer. Delivering a unified approach to a new generation of customer interaction, Conversocial enables hundreds of global brands including Hyatt, Tesco, Alaska Airlines and more to ensure they are supporting in-the-moment resolution, at scale, to drive profitable and lasting relationships. Socially empowered consumers have a voice and a choice, requiring brands to engage across multiple channels including Facebook Messenger, Twitter, SMS, Instagram, Google Play Store Reviews, YouTube and more, while offering seamless consistency and cohesion. Conversocial creates a clear path for engagement that combines best-in-class technology and world-class services.
Conversocial is a select member of the Twitter Official Partner Program, Official Instagram Partner, Facebook Marketing Partner and a Facebook Preferred Developer. For more information, visit @conversocial / http://www.conversocial.com
SOURCE: ConversocialCopyright 2017 PR Newswire. All Rights Reserved