News Byte: Conversocial Debuts Conversations

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Conversocial plugs contact centers into social media.
Conversocial plugs contact centers into social media.

Conversocial, a provider of SaaS sofware for large contact centers such as those run by Hertz and Barclaycard, today announced an upgrade that will allow agents to have customers' social media complaints and comments at their immediate disposal.

Called Conversations, the add-on fills the gap left by traditional contact center ticketing systems, which are designed to deal with private, one-on-one inquiries. Social media management traditionally falls to marketing and public relations departments.

“Let's say someone has a complaint for a company, and the problem's been happening for a number of years and is getting bigger and bigger,” says Conversocial CEO Joshua March. “The customer tweets about it regularly, but every tweet goes into the system as a separate item and causes confusion. This upgrade brings all of the tweets into a seamless customer conversation. The agent will have a record of all communications when she engages the customer on the phone.”

The Conversations feature also allows contact centers to track service metrics like average handling time in such a way as to track the efficiency of social media versus other customer service channels, paving the way for better integration of workforce management and CRM systems into customer service efforts.

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