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News : Conversocial Appointed by Dixons for Social Media CRM
New York and London, Nov. 18, 2014 -- Dixons Carphone plc, Europe’s electrical and telecommunications retailer and Services Company, has chosen to enhance its customer service operation over social media in partnership with Conversocial.
Conversocial, a provider of cloud-based social customer service solutions, will enable the Knowhow customer service team to prioritize service related enquiries on social media, while also making use of functions like rules-based message routing and real time analytics.
Head of Knowhow Customer Contact Centre , Jason Roberts, said: "Customers are increasingly turning to social media as a further channel to engage with us and we have to be there for them. With Conversocial, we’ve been able to move from a very manual and time consuming reporting process to one where actionable insight is automatically generated. Our conversations with customers are more efficient and meaningful as a result. Other tools, like the automated message distribution function will greatly aid our operational effectiveness, allowing us to deliver a better customer experience."
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About Dixons Carphone plc:
Dixons Carphone is Europe’s electrical and telecommunications retailer and services company
Conversocial is a social customer service platform, helping companies like Barclaycard, Coach, GoDaddy, Hertz,JackThreads, Tesco and others meet the rapidly changing demands of their consumers in order to deliver the best possible customer experience through social media channels - increasing customer satisfaction, protecting against customer attrition, and delivering greater customer insight.
Published: Wednesday, November 19, 2014