Social Customer Service Doesn’t Work In A Silo

  • Posted on August 24th, 2015

This is something every experienced social media team already knows. It’s the reason why most teams are continuously looking for a new social tool. Looking back, it’s the reason why we started building HelpSocial years ago on the social media team at Rackspace. Today, customer service in social media is now widely expected by consumers. If businesses are going to keep up with those expectations, the tools used to offer support there need to fit into the overall customer service workflow of the company – not be siloed inside a single team or department. (more…)

Should You Shift Social Response Ownership to the Contact Center?

  • Posted on June 28th, 2015

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Previously we took a look at what social response looks like when it’s owned by the Social Media team with backup provided by the Contact Center.

Now let’s think about the benefits to an organization when the Contact Center owns all of social media customer service response.

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Partnering Social Teams With Contact Center Teams = A Dream Team for Social Response

  • Posted on June 25th, 2015

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We’ve discussed in past blog posts about the when and why social response should be owned by the Marketing Department, Social Media Team or even with the Call Center.

There are arguments for each department owning, or even co-owning, social response, and it largely depends on how your business is structured and how you see it’s growth pattern occurring. But at the end of the day, what really matters is that you are improving your customer’s experience!

Let’s take a look at what social response looks like when it’s owned by the Social Media team with backup provided by the Contact Center.

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HelpSocial Partners With 3CLogic

  • Posted on June 18th, 2015

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The customer service world is changing. For the longest time brands determined how their customers were able to reach them for support. Today, customers are showing brands where they expect to see a customer service presence and moving on to competitors if their expectations are not met. It’s in this context that we’re excited to announce our partnership with 3CLogic!

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HelpSocial Launches Developer Access Program

  • Posted on June 16th, 2015

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Over the past year we’ve learned a lot about how businesses want to consume social data, monitor for mentions of their brand and respond to comments in social networks. The idea of using our API to scale social throughout a business has been met with a lot of excitement and we’ve seen some awesome integrations of HelpSocial into many applications. Today, we’re excited to announce the launch of our Developer Access Program.

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HelpSocial Partners With inContact

  • Posted on June 15th, 2015

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Today we’d like to proudly announce a new partnership with inContact (NASDAQ:SAAS), the leading provider of cloud contact center software and contact center agent optimization tools. HelpSocial is joining the inCloud Ecosystem™ as an Elite Partner to make social customer service an integrated part of the contact center that will support omni-channel customer service experiences.

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A Case Study On Social Media ROI With Rackspace

  • Posted on June 15th, 2015

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Unfortunately, for most businesses, finding the ROI in social media work is usually a huge challenge. It can be easy when a lead-gen campaign works well, but with social customer service the ROI of answering a question or helping a customer is often nearly impossible to calculate. That’s a tough challenge to have when consumer demand for support in social channels is rapidly increasing.

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We’re Headed To Call Center Week!

  • Posted on June 8th, 2015

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One of the events we’ve been most looking forward to this year is Call Center Week. We’re proud to be sponsoring the event and are looking forward to hosting a large number of the track sessions.

Over the last year we’ve observed a lot about the direction of social customer service. It’s clearly become an area of focus for every major brand and many are working hard to scale their operations. For most enterprises, part of scaling Social means moving the monitoring/response side of it to the contact center.

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Call Centers: Reduce Costs, Increase Effectiveness With Social Media

  • Posted on May 29th, 2015

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In our previous two posts, we discussed when it’s appropriate for either marketing or a cross-functional social media team to own social response. Both of these make sense in different scenarios, but for enterprises and brands with a high social traffic volume, we believe the landscape is changing. As Social continues to change and be adopted, increasingly, the best place to own the responsibility of social response is the customer service organization, especially the contact center.

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Should Social Response Be Stuck In Marketing?

  • Posted on May 12th, 2015

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In our first post of this series, we discussed when and why marketing should own the responsibility of responding to all social media comments. If you missed it, you can find it here. Today we’ll cover when and why a cross-functional social media team should own the role.
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