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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Should Marketing Own Social Response?

  • Posted on May 5th, 2015

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There is a lot of discussion in the industry on where social response should live in an organization and who should own the responsibility. Technology is advancing and social media has become a mainstream channel of communication, so it makes sense to have this conversation now.
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Is Now The Time To Add Social Media To Your Call Center?

  • Posted on May 3rd, 2015

In the world of customer service, things are changing at a pace never seen before. The emergence of new mobile technologies, and the rapid adoption of social media as a communication channel has resulted in constantly rising service expectations. While these advances are great for consumers they create serious challenges for the enterprises trying to keep up with them.

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Are you looking for a Social Tool or a Platform?

  • Posted on February 26th, 2015

There are a lot of social tools out there and everyone seems to be searching for the right one(s) to help their teams. Most teams also have an eye towards the future and a vision of what social could look like at their company in the coming years. The task of choosing a tool that can meet current needs and provide a path for growth along that vision is rough – there are so many choices out there! While you’re on the search, a great question to ask yourself is, “Am I looking for a tool or a platform?”

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Social Customer Care: 3 Infrequently Answered Questions

  • Posted on February 10th, 2015

Today it’s clear that brands of all shapes and sizes have moved past the point of debating whether social customer service deserves more attention.

So now what?

Instead of assuming to know every question that should be asked by companies as we continue forward into the social support frontier, let’s take a look at a few of the most common queries.
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Is Your Business Set Up For Realtime Customer Service?

  • Posted on January 21st, 2015

Consumer expectations around customer service are rising quickly and the rapid growth in social media use complicates things further. There are so many channels where customers can tell us they need help – phone, live chat, email, support tickets, social…. If we ignore a channel we risk losing the future business of the customer. Or, possibly worse, in the case of social, not having the opportunity to be a part of a negative sentiment conversation that could impact many other customers and prospective customers. Now, consumers expect us to be available across all these channels and to remember the information from those engagements no matter where they come to us for help.
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Speed up social response times with HipChat, Slack and the HelpSocial API.

  • Posted on January 5th, 2015

Customer expectations around social media engagements have risen quickly. Fast responses to social comments are expected now, no matter what time or day they’re posted. Depending on the post, the social media team may not have the answer to the question. Seeking out the right specialist from across the business, while necessary, takes up valuable time while the customer waits, potentially making the situation worse. Connected with the HelpSocial API, apps like HipChat and Slack are great options for speeding up your social response times.

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Join us for a webinar on Jan 13 discussing Social Business and Realtime Customer Service.

  • Posted on December 23rd, 2014

Learn how to stay ahead of consumer support expectations with Realtime Customer Service, powered by the HelpSocial API. Register for the webinar here today!

Consumer expectations for customer service in social networks have risen dramatically over the last few years. In this webinar, we’ll discuss how Social Business is fueling the next evolution of customer support: Realtime Customer Service.

[Update] Dec 30. We had the wrong link posted here for registration. It’s fixed now – join us January 13th!

 

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Now, Social Can Scale Everywhere Across Your Business.

  • Posted on December 9th, 2014

HelpSocial, Inc

Today, we’re excited to announce the close of our early access period and full, public availability of our social monitoring tool and API!

HelpSocial is the first platform created to help businesses integrate social across all their applications for realtime social customer service. With web and mobile apps to help social and support teams with monitoring and response, and an API to scale social data and functionality to other teams across a business, we’re able to help companies of all sizes advance their social media goals from their immediate needs to future scaling plans.

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Work with an awesome team and new technology! Join us at HelpSocial!

  • Posted on November 28th, 2014

HelpSocial is hiring!

We’re a fast moving startup with industry-first technology that helps businesses deliver customer service in social networks. Originally, we started building the software while employees at Rackspace Hosting. Soon we realized we had a social platform that was different than anything else in the market and solved major issues for businesses trying to integrate social across their companies. With a funding round led by Dallas Mavericks owner and Shark Tank Investor, Mark Cuban, we spun out of Rackspace and started HelpSocial.

HelpSocial Office

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