3 Digital Channels That Have Disrupted The Call Center

Digital channels have been making their way into the call center for a while now, resulting in the use of the more modern term “contact center.” We expect to see a continued trend of consumers reaching out less and less via the phone as they favor low effort, fast digital channels.   Live Chat While live chat may have been … Read More

Using Social Insights to Improve Customer Experience

Social insights provide a wealth of knowledge about users. This we know. Social media marketers primarily use this information to make more informed decisions about the content shared across social channels. However, what is learned from users’ public posts doesn’t have to live only in the social media world. This information can help companies improve the customer experience across multiple … Read More

WhatsApp!!

Today, WhatsApp made a very long awaited announcement to open up it’s API for business use! We’re excited to announce that we’ll be providing access to WhatsApp through our Open API and Connect web application! WhatsApp has been our number 1 most requested network/app for a few years now. We can’t wait to connect our customers and partners with their customers … Read More

Now Available: Viber Chat!

We’re excited to announce we’ve added Viber Chat to the line up of social networks and messaging apps available through the HelpSocial application and Open API! This addition recognizes a trend in the way customers prefer to communicate with businesses. By far, we’re receiving more requests for messaging apps than any other social networks. We’re also seeing accelerating usage of … Read More

3 Keys to Effectively Measure Your Social Customer Service Performance

Using social media solely as a marketing tool is scary enough for many business leaders, but adding it as an element of customer service can be a daunting prospect. How do you know if you’re going in the right direction when it comes to adding social media to your contact center’s responsibilities? One way to frame the conversation is to … Read More

Key to Excellent Customer Service: Empowering Your Employees

Customer service is a lot like back pain. If you’re having chronic backaches, taking a couple of pain pills every day may seem like a good idea—but you’re just masking the problem without addressing the source. Maybe you need a new mattress or insoles for your shoes. Whatever the fix, you first need to get to the cause. In the … Read More

Best Practices for Customer Service on Social Media

In case you haven’t heard, consumers spend a lot of time on social media. The average consumer will spend five years on social media over their lifetime. As a society we now go to social for almost everything, including customer service. In short, companies know they cannot afford to ignore social media, so most have accounts on the major platforms. … Read More

4 Reasons Why The Contact Center Must Be Connected With Marketing

Too often, the customer service and marketing departments operate as independent functions. Both these organizations have valuable information that needs to be shared. We’ve identified four simple ways the contact center and marketing team can help create an amazing customer experience, regardless of the channel. 1. Passing Social Sentiment to the Support Floor Through social media, any customer can very … Read More

HelpSocial And Genesys Partner To Deliver Enterprise Social Customer Care In The Contact Center

Today is an exciting day! We would like to announce our official partnership with contact center software leader, Genesys, as well as the launch and general availability of our social customer care integration with their PureCloud customer experience platform. HelpSocial will be in attendance at Genesys’ CX18 customer experience conference in Nashville, TN, demoing the product within PureCloud. Find us … Read More

Meet HelpSocial At Genesys CX18

Genesys CX18 is less than a week away and we’re excited! We’ve got a big surprise that’s been in the works for a long time and we can’t wait to show it off! If you’re going to be at the show, come find us in the Partner Pavilion. We’ve got a special offer to go with the big surprise. If … Read More