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

Private Messaging Apps: Customer Service’s Latest Disruptor

The digital transformation of customer service is firmly upon us. From operating from 100% cloud based software platforms, to utilizing social media to communicate with customers for faster resolutions at a fraction of the cost. As folks are looking to AI and bots as the next big thing, the next wave of disruption for customer service industry could be here … Read More

Video: Scaling Social for All Departments

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, explains the challenges Marketing and the Contact Center have when working together using social media. See how using HelpSocial can help with scaling social for all departments. If you have questions about scaling … Read More

Webinar Recap: How to Integrate Social Media into Customer Service Platforms

An overload of tools can have negative effects on customer experiences. Streamlined processes and platforms mean efficient customer service delivery. In our recent webinar, HelpSocial’s CEO and CoFounder touched on the  benefits of integrating social media features into existing customer service platforms. With the rapidly changing communication landscape, serving customers quickly has become a major priority with major benefits. There’s … Read More

Shortcut for Social in the Contact Center

The customer service landscape is changing. The way customers ask for help is changing. According to Gartner, 85% of customer service will be digital by 2020. As a contact center software provider, are you ready with the omnichannel experience customers expect? With the increasing popularity of social media and private messaging, in addition to the transition to cloud computing model, … Read More