Conversocial, a provider of social customer service technology, today released two key platform upgrades: Real Time Management Dashboard and Conversations Workflow.
Real Time Management Dashboard allows managers to instantly spot new issues as they emerge on public social channels and track them to coordinate a response before a social media crisis erupts. The Real Time Management Dashboard also provides reports on the status of social channels and how effectively the social customer service team is operating.
Conversations Workflow allows social customer service agents to handle multiple conversations going across private, public, and other social channels in real time.
The new product releases come as Conversocial completes its Series A2 funding round with $4.4 million in funding that it will use for product development, hiring key talent, and building Conversocial's North American presence. This brings Conversocial's total funding raised to more than $7 million. Octopus Investments led the round, which included a $3.2 million investment, in addition to $1.2 million from a previous convertible note.
"We're thrilled to be working with the team at Conversocial as they continue to grow their brand, technology development, and U.S. presence," said Alliott Cole, principal on the Ventures team at Octopus, in a statement. "[Conversocial CEO]Joshua March is building a really talented team, which is developing a service that meets head on the challenges that retailers and other organizations now face in responding to and interacting with customers through social media. We look forward to helping the team build on the success it has achieved to date."
"Leading companies are quickly realizing that the importance of social customer service demands dedicated software like Conversocial. For a company to deliver the best possible social customer experience, social marketing or listening software simply doesn’t cut it," March said in a statement. "The new investment allows us to innovate even faster to take social into the contact center and meet the fast-growing market demand."