Social Media Customer Service Heats up as Conversocial Processes over 35 million Interactions

London, UK (PRWEB) November 21, 2011

Software-as-a-Service start-up Conversocial today announced it has processed more than 35 million customer service interactions on social media. Companies such as Groupon, Net-A-Porter, ITV and River Island are using Conversocial to manage the flow of customer service enquiries and discussions on Facebook and Twitter. Conversocial also today announced the appointment of Mike Hedger as Chairman, bringing a wealth of experience to the team from across the technology sector.

As social media platforms have matured from being the haunt of celebrities and music stars, to a viable environment for big brands to interact with their customers, the risks associated with this new format of open discussion have become increasingly obvious. Though many forms of direct communications already exist in the commercial sector, it is only now via social media that publicly viewable customer service enquiries have become the norm. If a brand fails to respond, not only will customers get upset, but issues can spiral into a much bigger PR disaster and potentially leave Facebook and Twitter accounts useless as marketing channels. Such dangers have forced many organisations to rethink their online communications strategy as part of corporate brand management and customer service as a whole.

With the recently announced free, single user social CRM edition alongside a premium, scalable enterprise version, Conversocial provides businesses of all sizes with a powerful platform from which to manage customer service through Facebook and Twitter. Its popularity recently pushed total interactions processed past the 35 million mark, with over 2.5 million interactions processed every month, demonstrating both a demand from consumers for such services and an ability to scale to the needs of global brands.

“Our clients are at the forefront of a revolution in customer service. Social media is forcing companies to expose their treatment of customers to the world, and turning outbound marketing messages into interactive conversations,? remarked Joshua March, CEO and Co-founder, Conversocial. ?Companies who embrace this change will benefit from lower costs as phone calls are deflected online, and gain huge brand and marketing value from positive responses delivered as earned media throughout social platforms. Our growth is accelerating as more and more companies are realising that the intersection of marketing and customer service lies at the heart of effective social media management, and we’re excited to be helping companies grasp this opportunity head on!”

The company today also announced the addition of Mike Hedger as Chairman. Hedger brings experience from a long career in IT during which he worked for industry giants such as Oracle, IBM and INGRES, as well as successfully leading KVS to its eventual trade-sale to Veritas (now Symantec Enterprise Vault). Mike?s expertise will help Conversocial scale and grow, allowing the company to establish itself as a leader in the rapidly growing social customer service sector.

Conversocial provides software that enables companies to manage customer care at scale in Facebook and Twitter. With fast team workflow, automation, and an intuitive user interface, no comments need be missed. Companies such as Groupon, ITV, Net-a-Porter and River Island are using Conversocial to manage the flow of customer service enquiries and discussions on Facebook and Twitter.

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