New York, NY (PRWEB) April 19, 2013
Conversocial, a leading provider of social customer service solutions, today announced that it has been included in the list of “Cool Vendors” in the CRM Customer Service and Social Report, 2013 published by Gartner Inc.
According to the report “At least 70% of the vendors Gartner sees in the social for CRM space have put heavy focus on social for marketing, making for a crowded market with little differentiation from vendor to vendor”
“While many social vendors claim to have customer service offerings, most of the solutions brought forward are best for ad hoc response, message scheduling, and trend analysis. They are ideal for marketers, but not enough for customer service agents.” (1)
The new “cool vendor” is growing rapidly as a company. Conversocial customers regularly mention that their decisions are based on the business’s depth of knowledge and expertise in social customer service backed by technology that is easy to use, combines prioritization and workflow and includes analytics that are focused on customer service performance and productivity.
“We’re honored that Gartner has recognized Conversocial as a ‘Cool Vendor’ in CRM Customer Service and Social,” said Joshua March, CEO of Conversocial. “When we launched in 2010, social customer service was unknown as a concept. Since then we’ve worked hard not only to promote the industry but also to prove the unique value in engagement, revenue protection and customer impact terms that comes from delivering customer service natively in social. We believe this acknowledgment recognizes not only the growing importance of social customer service, but also
our success at working with hundreds of major brands as they continue the gradual enterprise-wide shift to social.”
Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
(1) Gartner “Cool Vendors for CRM Customer Service and Social, 2013” by Johan Jacobs, Michael Maoz, Jim Davies, Jenny Sussin, April 15, 2013.
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 American Greetings, 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.