Who Are Conversocial?
Conversocial is a leading cloud-based social customer service solution, founded in 2009. Their headquarters are based in New York City and they have a number of high profile clients such as Google, Barclaycard and Tesco. The product which they provide is a real-time social media management system which allows companies to provide customer support through Facebook and Twitter.
Our Case Study
We use Conversocial to enable us to better manage messages from our followers and fans on our social media channels. It allows us to prioritize messages using analysis of historic responses and forward messages to fellow members of staff who we feel would be better suited to respond to it. It also enables us to monitor the response times of our staff to followers. With our brands being communities, we want to engage with them and expect the fastest responses possible and Conversocial allows us to monitor if we are doing so.