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

Can “Things” Be Social?

The following excerpt was written by HelpSocial CEO and CoFounder, Matt Wilbanks, and first appeared on CIO.com as part of the IDG Contributor Network. The full post can be found here. Everyone has some concern about the implications of artificial intelligence (AI) on our human job force – it’s in the news everywhere. But, what if it goes beyond jobs? … Read More

Video: Reducing Response Times for Social Customer Care

This is part of HelpSocial’s video series on answering questions to help companies provide outstanding social customer service. Responding to customers quickly in social media channels matters. An Eptica study recently discovered that 64% of consumers using Twitter expect a response within an hour. In this video, HelpSocial CEO and CoFounder Matt Wilbanks will provide three ways to help reduce … Read More

What’s Holding Companies Back from Innovation?

Recently, Price Waterhouse Cooper published its 10th annual benchmark on corporate Digital IQ. Much has changed in ten years, and the key findings from the report highlight the massive shifts in technology and definitions of what digital means to executive leaders. The study found that while technology innovation is rapidly advancing, many leaders are no better equipped to profit or … Read More

Video: Integrating Social Features into Existing Platforms

This is part of HelpSocial’s video series on answering questions to help companies provide outstanding social customer service. Working from siloed customer service platforms is a headache. It adds precious time to solving urgent customer issues.  In this video, Matt Wilbanks, HelpSocial CEO and CoFounder, will show you how easy it can be break down that silo and integrate social … Read More

Webinar Replay: What Can You Build With HelpSocial?

Today, social media for business lives in a silo, and not just from an organizational perspective, but also from a systems and accessibility perspective. This presents an obstacle for any customer facing department trying to deliver outstanding customer service, as well as for those who are not able to take full advantage of the benefits social media has to offer. … Read More

Video: Social Media Rules of Engagement

This is part of HelpSocial’s video series on answering questions to help companies provide outstanding social customer service. In this video, Matt Wilbanks, HelpSocial CEO and CoFounder, talks through the importance of establishing “Rules of Engagement” to provide seamless social customer service. In it, Matt will outline three things to consider when creating your custom rules. To learn more about … Read More

Introducing HelpSocial’s Summer Intern

The following post has been contributed by HelpSocial intern, Keilah Vence. Keilah is a student from Trinity University and joins HelpSocial as part of Student’s + Startups, a partnership between Geekdom and Trinity that aims to expose students to fast paced start up environments while getting hands on work experience. At the beginning of my sophomore year, I made a … Read More