Conversocial today released Social Alerts for Facebook and Twitter customer service.
The latest addition to Conversocial's Priority Response Engine empowers social customer service and communications teams to resolve customer service issues and complaints before they transform into a social crisis. Social Alerts integrates volume forecasting and streamlined notifications to pinpoint unusual increases in customer messages, providing customized warnings for particularly active customer posts.
"The ability to identify social media crises before they happen demonstrates a larger trend, namely that brands are looking for preventative ways to protect their online reputation," said Joshua March, CEO of Conversocial, in a statement. "Social Alerts aims to provide an industry-standard solution to the fear of social media crises, and prevent customer service issues from spiraling out of control."
Conversocial's Social Alerts has been developed specifically to address the unique conditions under which social media crises originate.
Alex Packham, social media executive at U.K. cinema chain ODEON, turned to the Conversocial team following the cinema industry's recent spike in enquires via Facebook. "When experiencing large volumes of enquires via Facebook, it can often be too late to take pre-emptive action, and makes it very tricky to stay in dialogue with your customers in real time," Packham said. "We needed a way to find out about unusual activity at the soonest possible moment, to allow us to start responding to sensitive customer messages right away."
Social Alerts allows customer service teams to become better informed of developing social media issues at any time via cloud computing or mobile devices, to ensure that these are reacted to as quickly as possible in real time. Any abnormal increase in consumer activity on social media channels will immediately alert management, enabling them to better understand developing crises, gauge the tone of consumers, and coordinate a team to respond accordingly in order to prevent any potential social media crisis from escalating beyond repair.
ODEON is one of the Conversocial customers that will be implementing Social Alerts to ensure their customers always receive quality service. "We were looking for a way make sure we can continue to offer a great social experience to our customers no matter what the situation," Packham said. "Conversocial's Social Alerts mean that we can continue to scale up our social team with confidence that the right people are aware of changed rules of play, immediately."