Conversocial, provider of a social customer service platform, has forged a partnership with inSided, a provider of online communities, to enable community-powered resolution across forums and social channels. Together, Conversocial and inSided are helping companiesn harness community channels for faster and more cost-efficient customer service.
The partnership between inSided and Conversocial will companies to offer peer-to-peer resolution across forums and tap into the community to empower knowledgeable brand ambassadors to help resolve customer queries on social channels.
"Gartner released numbers last year that showed that almost 90 percent of the competition between brands will be decided by customer experience. Customers not only expect the best price from their favorite brands, but they expect a unique and tailored experience," said Joshua March, CEO and co-founder of Conversocial, in a statement. "This customer experience extends into self-service, and our partnership with inSided is strategically important for the industry as we are capturing the power of online communities within a full social customer service platform. It’s bringing together two leaders to create the most impactful and advanced community solution set on the market."
eir, Ireland's leading telecommunications provider, is one of the first to adopt the joint solution as a part of the company's customer engagement overhaul.
"As part of our recent rebrand to eir, partnering with Conversocial and inSided allowed us to really raise the bar for customer service on social media and our online communities. We look forward to continuing our work together with these two best in class systems to improve the digital customer experience for eir and Meteor customers," said John Lush, head of omnichannel at eir, in a statement.
"Our partnership with Conversocial is about pushing the limits of what we’ve come to expect from online communities by infusing them with the power of a comprehensive social customer service strategy," said Robin van Lieshout, CEO and co-founder of inSided, in a statement. "Communities are maturing and social is opening entirely new modes of peer to peer engagement for brands to collaborate with customers and deliver the best customer experience possible. By integrating our platform with Conversocial, we are enabling the most advanced customer engagement and resolution available."