Conversocial Announces New Integration With Facebook’s “Threaded Comments”

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Launch of Threaded Comments Expected to Change the Way Millions of Companies Utilize Facebook for Customer Service.

Conversocial, the leader in social customer service, announced today its new integration with Facebook’s new API allowing for “threaded comments.” This adoption, integrated in less than 24 hours of the API becoming available, will give companies utilizing Conversocial the ability to reply to any comment and begin a new thread directly through its platform. Previously, users were unable to reply directly to any single comment on Facebook, causing posts to fall to the bottom of a chain of correspondence. Similar to 2012’s private messages, threaded comments will effectively change the way millions of companies interface with their customers via social media.

“Integrating Facebook’s API in less than 24 hours underlines our firm commitment towards giving brands the most effective and current tools to provide industry-leading social customer service,” said Joshua March, CEO of Conversocial. “For businesses, this means that one-to-one, public customer service can be delivered no matter where issues come up in conversation, ensuring that every inquiry is handled quickly and efficiently.”

Facebook brand pages are now significantly better equipped for customer service, as they have evolved to become a critical platform for brand conversations. Adopting threaded comments into existing customer service operations will increase the ability of brands to provide dedicated attention to each customer— reducing the risk of mishandling responses that require priority attention and preventing potential crisis situations.

March continued: “If you’re using a tool that has yet to integrate threaded comment support, then you won’t be able to effectively manage direct conversations with customers. Our goal has always been to provide our customers the best technology and set a high bar for social customer service service, and this integration should help us continue to accomplish that objective.”

This platform change fortifies Facebook’s role as a mainstream customer service channel, and follows last year’s introduction of private messages to allow customers to share personal information without being redirected. Conversocial has consistently been an early adopter of all Facebook changes.

About Conversocial

Headquartered in New York and London, Conversocial continues to expand into the American market. Conversocial has processed more than 330 million customer service interactions on social media and is deployed in more than 20 countries. Companies and organizations such as Barclaycard, Charity USA, Groupon, Hertz, Net-A-Porter, Ogilvy, Sephora, Tesco, The University of Phoenix, Tupperware, Waitrose, and Vitalicious are using Conversocial's Software-as-a-Service to manage the flow of customer service enquiries and discussions on Facebook and Twitter.

For more information contact: Anna Drennan, Anna(at)Conversocial(dot)com or Michael Cecil, 212-362-1307, Michael (at)Thunder11(dot) com.

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