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Record Revenue, Continued Expansion and Product Innovation Highlight Q1 Milestones For Conversocial
“We launched Conversocial with the idea that social media, as a channel, would mature to become among the most important ways that companies can serve their customers,” said Joshua March, CEO of Conversocial. “The market has matured in the way we anticipated, leading many well-known, established brands to seek out a best-in-class solution that addresses inbound customer queries from first contact-through-
Key milestones from Q1 2015 include:
- Record growth in revenue and customer expansion including prestigious market leading companies in the technology and wireless markets. Sprint is among companies that became Conversocial clients in the first quarter of 2015 and launched significant new social customer care programs.
- The expansion of the company's feature set to include an industry-first moderated peer-to-peer customer care solution built on Twitter. Called CROWDS, this product enables brand advocates to become involved in customer service queries, resulting in a community-powered first line of customer service, decreased costs for companies and expedited resolution time for customers. Additionally, Conversocial launched customer profiles that offer full access to the entire customer conversation history across all of the company’s communication channels. Profiles can be used on the core platform to provide client records between social agents and also integrated to CRM to support multi-channel customer service.
- The opening of a new office in California, aimed at servicing the company’s growing west coast client base.
- A significant investment to grow the company’s professional services team in order to share best practices and meet the needs of today’s social customer.
Furthermore, the recently formed Customer Advisory Board (CAB) concluded its first meetings in North America and Europe. These gatherings, which are made up of customer service thought leaders from Conversocial's client base, sought to put perspective around the social channel for the customer care industry. Hertz, Tesco, Marks & Spencer, Audi, CBC and Dollar Shave Club are among companies with representatives on the Customer Advisory Board.
Interesting findings that emerged from the CAB meetings include:
- Many of Conversocial’
- A significant number of companies have identified best practices to ensure authenticity in their approach to social first customer service. These practices include establishing a trusted “tone of voice” for customer service and the adoption of a variety of service metrics leveraged from traditional contact center environments.
“The CAB meetings highlight the extent to which the C-Suite at various companies has become interested and engaged in the social channel,” said Anna Pasquetti, Manager of Customer Service at Hertz and member of Conversocial’
For more information, visit www.conversocial.com
Brittany Kinsella, Articulate Communications