...we’re excited to make it easier for individual social media managers to start taking control of social communication as they begin the process of consolidating their company’s presence on social networks with great customer care.
(PRWEB) October 14, 2011
Software-as-a-Service start-up Conversocial today announced the launch of its Starter edition, a completely free version of its customer service software for Facebook and Twitter. The new free version, limited to a single user, brings structure and organisation to Social Media Managers struggling with a growing number of customer interactions. Users can sign up to the new edition instantly on Conversocial’s website, Conversocial.com.
Facebook pages and Twitter accounts are an important part of how companies communicate with their customers. Increasingly customers are using these pages and accounts to raise customer service issues, and companies are extending their use as part of customer care programs.
The ‘Social Media Manager' is becoming an established role in company marketing departments and is responsible for their social media presence. Customers now expect a two-way conversation using these Facebook pages and Twitter accounts and the daily pressure in dealing with customer queries can severely impact outbound marketing and brand activities. Without a structured approach to dealing with customer conversations, social media programs will not deliver on their potential and may actually serve to alienate customers.
Conversocial’s Starter Edition is free software delivered as a SaaS implementation. Social media managers instantly benefit by being able to prioritise customer service issues, schedule updates, rapidly screen and respond to comments, wall posts and tweets on corporate Facebook pages and Twitter accounts, and easily report on the company’s social customer service.
Implemented in minutes, Conversocial’s Starter edition provides automated to-do lists ensuring comments and tweets aren’t missed. It also blocks inappropriate content and highlights urgent cases. This structured approach enables delivery of the best possible Service Level Agreements with the least amount of overhead cost.
With the volume of real customer service issues through Facebook pages and Twitter accounts increasing, many companies are finding it is essential to plug in their customer service teams - which is the primary use of Conversocial's premium editions. As the social media presence outgrows the starter edition instant upgrades are available that allow team-workflow, escalation and approval processes and a granular approach to permissions and security. Multi-user customers already utilising the premium editions include Groupon, Net-A-Porter, ITV, and River Island. The free-forever Starter edition joins Conversocial’s premium plans to serve businesses’ social media needs at every stage of their programs’ growth.
Conversocial has now processed over 30 million comments for its customers, who operate across the retail, finance and telecoms industries and include London 2012, Groupon and ITV.
“As customer service issues in Facebook and Twitter increase, companies are realising they need to move from an ad hoc approach to structured management of their social media pages. They can’t go on ignoring their customers, or only responding to some when they happen to see it. Unlike general social media management tools, Conversocial is focused on ensuring nothing is missed and that our users can very quickly process and respond to large volumes of comments. In fact, some customers see an 80 percent increase in comments that are read using Conversocial. This is what’s made our paid software popular with companies plugging in their customer service teams, and we’re excited now to make it easier for individual social media managers to start taking control of social communication as they begin the process of consolidating their company’s presence on social networks with great customer care.”
Joshua March, Co-founder & CEO, Conversocial