Conversocial, a provider of social customer service solutions, today released Proactive Customer Service Channels, offering advanced Twitter search capabilities.
With Proactive Customer Service Channels, social customer service teams can now locate and proactively respond to all customer issues via Twitterregardless of the Twitter handles, hashtags, and company names they tweet on.
By seamlessly integrating into Conversocial's advanced workflow, companies can now advance their social media strategies beyond monitoring. They can also do the following:
- Expand the Reach of the Customer Service Team - Agents can identify and proactively respond to real customer service issues among vast social brand conversations, thanks to tight integration with Conversocial's dedicated social customer service workflow and reporting.
- Get Direct to the Source - Managers can create smart proactive customer service channels to build segmented proactive customer service inboxes, saving agents valuable time from scouring through 1000s of irrelevant tweets. As a result, customers can slice and dice Twitter data keywords, location, language, and more.
- Build a Seamless Operation with Invisible Strings - Managers can create distinct, custom search channels to direct customer service issues to the right team. And agents can respond from any corporate Twitter account to keep control of social conversations behind the scenes. Cross-functional teams can then organize internally without affecting the customer experience.
"In the social media environment, where the volume of communication can become overwhelming, we provide companies with organized access to the conversations being held about their brands, and clear methods for responding and managing customer relations," said Joshua March, CEO of Conversocial, in a statement. "Responding to direct questions and complaints is only part of the job, though. We believe proactively monitoring social media to find customer service opportunities is the missing link in a company's social customer service strategy."