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

How Social Media Has Changed Customer Service

Social media has fundamentally altered consumer expectations and rocked companies’ consumer services departments in a big way. How so? Consumers are no longer content to play the waiting game, and the very permanent, very viral nature of the internet profoundly impacts company reputation. Here are five was that social media has changed customer service. Always On Instant gratification is what … Read More

Omnichannel Intelligence by HelpSocial

We’ve got a surprise! Today our team would like to introduce a new offering that we’re calling Omnichannel Intelligence. The idea is to bring all the contextual customer information from across systems together in one place for real-time use. It’s designed to help customer service agents help customers faster and bring a layer of intelligence to routing and agent selection … Read More

Artificial intelligence and digital communication are disrupting the contact center space

This article was originally posted on CIO.com.  The customer service (contact center) space is accelerating faster than the market has ever seen up to this point. Artificial intelligence and digital communication are changing everything. Let’s start with some context. Right now we’re in the middle of a major market disruption by cloud-based contact center software platforms. They’re turning the conservative call … Read More

We Just Open Sourced Our Web Application, Connect

Be helpful. That was the guiding phrase that led our every effort back when we were the social media team at Rackspace. It’s what made us undertake the creation of our own social management platform – we knew we could help customers faster if we had better software. And now, it’s why we’re providing an open source license to social … Read More

Webinar Replay: Putting Bots In Seats

Recently, HelpSocial teamed up with Lance Christmann of OneReach, for a timely webinar on automation in the era of digital customer service. Lance, a long time UX expert, joined Hector Leal from the HelpSocial team to tackle questions, strategic and tactical, on the changing landscape of customer experience and how new technologies, like bots, can help augment it for the … Read More

Tim Montgomery Joins HelpSocial Board

HelpSocial is thrilled to announce that Customer Service Leader and Contact Center Management Veteran, Tim Montgomery, has joined the HelpSocial Board of Directors. Tim has been a pioneer for the modern-day contact center as an early adopter of cloud technologies. He began his career in the contact center space with USAA back in the ‘90s. Later, foregoing on-premise gear for … Read More

Twitter Handle Drama: How many handles should your brand have?

Maybe you’ve just made the decision to answer customer service questions via Twitter. Congrats! It’s a good move. Your customers are already their asking questions, so it serves your best interest (and theirs) to be available to them in the channels they want. Or, maybe you’ve been doing social media customer service forever, but traffic is picking up and you’re … Read More