Improve Social Customer Service with Conversations
Social customer service cloud solution, Conversocial, has launched a new workflow technology that is designed to increase agent efficiency and improve customer satisfaction on social networks.
The feature, dubbed Conversations, threads together related public and private customer interactions from different social media channels. This provides agents with a comprehensive view of customer service issues. Through Conversations, agents can engage in real-time chats, prioritize issues and view customer service analytics. Plus, managers can track key service metrics to monitor agent performance, such as first vs. average response time, average handling time and more.
“As customers increasingly turn to a brand’s social channels to resolve issues, maximizing and measuring agent efficiency is paramount to success,” said Joshua March, founder and CEO, Conversocial. “This update provides powerful, actionable analytics such as average handling time and trackable SLAs, and paves the way for integration into essential customer service technologies such as workforce management and CRM systems.”