Customer service via social channels such as Facebook and Twitter, once considered an afterthought by most companies, has exploded of late, with Conversocial Co-Founder and CEO Joshua March telling AllFacebook in an interview, “Over the past year, 2012, so many people woke up. Suddenly, every company we spoke with understood that social customer service was important.”
Conversocial announced the launch of Priority Response Engine, an update to its social customer service software aimed at highlighting time-sensitive Facebook wall posts and comments, as well as tweets, for customer contact personnel.
Social-media-management platform Conversocial tapped Facebook’s new application-programming interface to offer page managers near-real-time access to comments and posts on their pages.
Customer-relationship manager Conversocial recently conducted a study on expectations for customer service via Facebook and other social media, and it found both high hopes for the medium and gaps in its execution to date.
Social media managers having trouble keeping up with all of their interactions with customers on Facebook and Twitter may have some help in the form of the new starter edition of software from Conversocial.