Conversocial, the leading social customer service cloud solution announces the launch of Conversations, an enhanced workflow technology designed to maximize agent efficiency on social media.
The newly designed workflow intelligently threads together related customer interactions, both public and private, from different social media channels, providing agents with a complete picture of an outstanding customer service issue. Conversations accounts for when a customer posts multiple times about the same issue, or engages in a lengthy conversation with a brand.
This collated approach fills the gap left by both traditional ticketing systems and social media management systems developed for marketing and public relations purposes, which have been designed to handle private, one-on-one customer inquiries.
Teams of agents are able to work together seamlessly by utilizing Conversocial’s latest enterprise features, including a single combined inbox, collision alerts, real-time notifications, a complete audit trail of user actions as well as an easy-to-access conversation history.
“As customers increasingly turn to a brand’s social channels to resolve issues, maximizing and measuring agent efficiency is paramount to success,” says Joshua March, founder and CEO, Conversocial. “This update provides powerful, actionable analytics such as Average Handling Time and trackable SLAs, and paves the way for integration into essential customer service technologies such as workforce management and CRM systems.”
Conversocial is a cloud solution that enables enterprise businesses to manage social media as a large-scale customer service channel. Hundreds of major brands use Conversocial to handle high-volume customer service through social media in the most efficient and secure way possible. Our software and expertise has helped more than 150 of the biggest global companies implement their social customer service operations, including Barclaycard, Coach, Hertz, JackThreads, Publisher’s Clearing House, Tesco and Winn-Dixie.