A total of 67 percent of companies surveyed by Forrester Research for social customer-service platform Conversocial admitted that social customer service is growing in importance and represents a pressing short-term priority in the U.S. and U.K., yet just 33 percent of the social customer-service solutions in use were selected by those companies’ customer-service teams, with marketing purposes determining the rest.
Social commerce technology provider 8thBridge debuted the third version of its 8thBridge Graphite platform Thursday, while social customer-service software provider Conversocial and Preferred Marketing Developer social technology firm Betapond closed funding rounds this week.
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.