• Covid-19 – click here for the latest updates from Forum Events & Media Group Ltd

Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events

Posts Tagged :


RECOMMENDED: Social Media Management Services

960 640 Stuart O'Brien

As part of our focus on Social Media Management Services this month, we take a look at some solutions tailored with contact centres specifically in mind…


Customer care executives face a perpetually losing proposition: they are forced to choose between delivering great customer experience and the lowest cost to serve. The constraints of this CX/Cost Equation are holding them back.

Traditional approaches to solve this ongoing challenge have not moved the needle: $1.3 trillion was spent on customer care last year, yet 66 percent of consumers are still switching brands due to poor service. The answer is not coming from pouring more money into customer care technologies of the past like CRM, communities or online chat.

The disruptive opportunity for today’s customer care leaders is to operate with a different set of rules: use the power and unique nature of Social Messaging and advancements in intelligent automation to finally break free from the constraints of this CX/Cost Equation. The use of Social Messaging is exploding and quickly becoming the language of today’s consumers: four billion consumers use it today and it’s growing at a rate of 90 million users/month. These consumers are waiting to engage with brands on Social Messaging platforms.

Conversocial is transforming customer care in today’s mobile and social world through the power of Social Messaging. Using advancements in intelligent automation and the unique advantages of the Social Messaging channel, Conversocial helps companies including Tesco, Hyatt Hotels and Google, to achieve hyperscale productivity and finally break free from the CX/Cost Equation – the forced compromise between great customer experiences and lowest cost to serve.

Forward-thinking customer care executives choose Conversocial for its unmatched domain expertise that turns the unique characteristics of Social Messaging into a strategic channel and differentiated advantage. Conversocial offers the industry’s only Digital Care Platform for Social Messaging with workflow, analytics and automation designed from the ground up for the distinct, asynchronous nature of messaging. As a result, customers achieve hyperscale productivity through intelligent automation and continuous optimization. Conversocial commercializes Social Messaging for the most demanding customer care environments, delivering measurement comparable to traditional care channels and the security, privacy and reliability required for an industrial strength channel.


Making Metrics Actionable, Helping Contact Centres Perform Better.

Contact Centres face a series of challenges impacting on their productivity and efficiency as well as customer satisfaction and loyalty if not handled in an appropriate way. Some crucial challenges include:

• Slow adoption of new performance enhancing technologies
• Agent retention and low employee engagement – non effective internal communications
• Disparate systems used to manage various customer service channels
• Difficulty managing all channels consistently
• Lack of real-time cross system performance dashboards and insights

Contact centre managers must find appropriate solutions to these challenges if they wish to remain competitive and successful, contributing positively to the brand. The difficulty lies in how to inspire staff and get relevant information across to all employees and, in doing so, reduce average resolution times, agent attrition rates, errors and overall costs. All this whilst increasing employee engagement, service levels, profitability and customer satisfaction.

RMG is your partner in this quest. Our intelligent contact centre solutions deliver true value to businesses by turning content and data into unified actionable insight for better work practices, more favourable behaviours, and improved decision making. Our smart visual contact centre solutions make relevant information and insights readily available on a wide range of end points, from digital signage displays to specialized mobile apps and desktop widgets.

More contact centres are becoming omni-channel and the growth of social media as a key customer service and customer engagement platform has been tremendous. As part of its solutions, RMG #Social is a clever tool providing a real time interface between user generated as well as employee generated content and the brand, creating a different way of connecting agents and customers and engaging both.

RMG provides a state-of-the-art content management platform that powers up all visual communications across the company, including real time social media content, as well as display and other hardware needed to flawlessly implement the contact centre’s visual internal communcations and performance management solution for a rich outcome.

Conversocial taps onto China with WeChat integration

960 640 Stuart O'Brien

Conversocial has added WeChat support, tapping its platform into the power of the huge Chinese social messaging network.

The integration enables customer care teams to leverage intelligent agent routing, conversational filtering and prioritisation, robust workflows, and real-time analytics to deliver digital care over WeChat.

WeChat represents an audience of over 1 billion users in China, with many using the network as their sole access to news, information and social networking.

However, for many international brands, the mainland China market has been a challenging region in which to engage customers.

With this integration, Conversocial says Western brands can use WeChat as a digital customer service channel directly into China, helping to ease perceived friction between US and Chinese markets.

“Messaging is already transforming the digital care strategy for thousands of major brands by enabling customers to effortlessly get help on the same platforms they already use to communicate with friends and family,” said Joshua March, CEO & Founder of Conversocial. “We are proud to be among the first digital customer service platforms to integrate directly with WeChat, allowing our clients to extend messaging-based support to their customers throughout China and the rest of Asia.”

“Conversocial’s addition of WeChat has been imperative for a large brand like us to engage with our massive foreign customer base, ultimately enhancing their overall experience with us,” says Cathay Pacific Social Media Manager, Priscilla Chok. “For the first time, our social customer care team can filter through the noise and prioritize conversations that truly need a response from a live agent, allowing our agents and managers to engage in WeChat messaging conversations at scale.”

Conversocial is making use of several unique WeChat features such as transcribing voice notes sent by users, while also offering direct Mainland Chinese implementationproviding higher availability and reliability of messaging content and data access. WeChat support will be coming out of beta and available to all Conversocial customers in April.

Forum Insight: Customer engagement methods to maintain strong relationships…

800 450 Jack Wynn

Now more than ever, customer communication methods are becoming varied and diverse. Trade exhibitions, social media platforms, focus groups and surveys, personalised email campaigns – the list is endless. But which methods will prove to be the most effective for your business? Before investing too much time and effort into just one, think carefully about all available options, and ask your customers how they prefer to be contacted…
Keep track of emails: Make it your personal – and even company – goal to respond to all customer emails within a five minute time frame. Not only will it generate appreciative responses, people love fast and efficient customer service, and this level of service will lead to an abundance of recommendations and increased trade. Need more convincing? View Eptica’s ‘Email Management’ article here.

Be active on social media: By now you’re probably tired of the constant emphasis on regular social media use, but inevitably, one of the best ways to connect with customers is through social platforms such as Twitter and Facebook. The good thing about social media is there is no time schedule to follow – you can reach customers at any time of the day. Use your company’s Facebook fan page or Twitter account to engage your followers and keep conversations flowing. Nowadays, social media has been incorporated as a form of customer service, so make your platforms adaptable for staff members to handle customer questions and complaints. Read through Conversocial’s case studies for influential insight.

Answer the phone: If it ain’t broke, don’t fix it! No matter what industry, a significant focus seems to be on new customer channel developments. But whatever happened to the traditional phone conversation? Whether you’re following up, apologising for something that went amiss, or wondering why you haven’t received an order in a while, there’s no better way to strengthen a customer relationship. According to eConsultancy, customers prefer assistance over the phone (61 per cent), followed by email (60 per cent); Live Chat (57 per cent); online knowledge base (51 per cent) and “click-to-call” support automation, (34 per cent).

Start a weekly blog: Why not create a weekly blog to keep your customers up-to-date? If you actively keep up a quality blog, not only will your customers read your blog, but they will respond to your blog. This creates a positive flow of communication and helps build customer loyalty. Find inspiration from these companies that have made blogging a ‘top priority’.

Conduct market research: Surveys allow businesses to identify customer needs. Once acknowledged, companies can steer their offerings towards filling these needs. Surveys are also a good tool to bring in prospective customers who are on the fence about a product/service, i.e. surveys can be used as a platform for prospective customers to voice their needs. Confused about whether to conduct quantitative or qualitative research? Learn more about the differences here.

Conversocial launches ‘two way’ SMS channel with social customer service integration…

800 450 Jack Wynn

The leading social customer service engagement platform, Conversocial, has announced plans to launch an SMS channel with the aim to providing further support via the inclusion of Channel API and the integration of existing social customer service tools.

In partnership with the cloud communications platform company, Nexmo, the ‘two-way conversational support’ channel will include a range of functionalities, such as a welcome text with an opt out phrase personalised to each client, as well as data being securely preserved within Conversocial once a user chooses to opt out. According to the company, the integration of SMS functionality will allow users to experience inbound and outbound SMS messages, in addition to preset automated messages to access repeated commands such as ‘Stop’, ‘Help’ or ‘Menu’.

CEO of Conversocial, Joshua March, said: “As we see more and more channels join the ranks for an in-the-moment engagement experience, SMS will enable brands to take a step towards truly achieving a comprehensive personal connection with their customers in ways they’ve come to expect, conveniently, and securely. Customers are not who they used to be nor are they where they used to be, SMS integration is about engaging in the moment as a consumer experiences your brand. As customer expectations evolve, we are making sure that our clients stay ahead of the curve.”