News : Conversocial Unveils CROWDS “Social First” Customer Service Solutions
New York & London, Feb 18, 2015 -- Conversocial, a provider of cloud-based social customer service solutions, revealed CROWDS, an application that enhances customer experience and reduces support costs by giving a brand’s supporters the ability to help other customers by responding to technical and support issues posted on Twitter.
A recently commissioned study by Conversocial found that nearly half of the younger generation prefers social media over forums for customer service, with the number steadily increasing. Although many brands have benefited from building peer-to-peer support communities on traditional Internet forums in the last decade, this misses out on customers who are posting about issues on social networking sites like Twitter. CROWDS solves this issue, bringing the peer-to-peer support approach (with contact center oversight) into the mobile, social generation.
Conversocial’s CROWDS app is beneficial for brands that have a knowledgeable and passionate base of advocates, either inside or outside the organization. It connects the passion and knowledge of "crowd experts" with customer questions on Twitter, creating a "community as a service" platform.
Posted by Veronica Silva Cusi, news correspondent
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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: Tuesday, February 24, 2015