HelpSocial Is Hiring!

  • Posted on May 16th, 2016

HelpSocial HQ. Photo by maigensawyer.com

HelpSocial HQ. Photo by maigensawyer.com

 

Since completing the Techstars Cloud program, our team is ready for expansion! We’re looking for talented people that have a passion for customer service, are motivated by opportunity and enjoy building and creating.

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Innotech SA Panel Recap

  • Posted on May 12th, 2016

InnoTech_LOGO_rgb1

This past week Rachel and I teamed up with Al Hopper over at SocialPath to deliver a panel on how companies use social media to better their operations and delight their customers. We had the pleasure of addressing an audience at Innotech San Antonio.

Innotech is held in downtown San Antonio and gathers technologists, innovators and entrepreneurs of small start startups and those within some of San Antonio’s largest companies, to share ideas and experiences while giving an opportunity to network and to learn. We couldn’t be more thankful to the folks who spent the morning with us. We all had a really great time.

At HelpSocial, our aim is to make the transition into using social media for customer service painless. And for those who already made the transition, our aim is to make their use of it even more effective.
That was the intent of our panel – to be helpful to our audience, help them understand the history of social media in business and learn about specific use cases they could bring back to the ranch and implement within their organizations. (more…)

Is Techstars worth it?

  • Posted on April 25th, 2016

Here we are. Post three of three. If you made it this far, thanks for reading along. I hope these posts have offered some helpful insight. If you haven’t read the first two parts of this series, check them out. In them, I help set expectations for what the Techstars program feels like and what you’ll be doing for the 3 months. Today, I’ll finish up the series by sharing what we walked away from Techstars with. If you have any questions for our team, please reach out to us here. We would love to hear from you!

What did we get out of Techstars?

 

Photo by @gutsygomez.

Photo by @gutsygomez.

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What happens during a startup accelerator like Techstars?

  • Posted on April 21st, 2016

 

Techstars Cloud

Picture courtesy of the wonderful Kara Gomez. @gutsygomez

 

In the last post I covered what to expect from the Techstars experience. Today, here’s a view of what you’ll be doing during the program. Again, questions about the HelpSocial team’s experience are welcome! Contact us here.

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Startups: Should you apply to an accelerator program like Techstars?

  • Posted on April 20th, 2016

Techstars Cloud, San Antonio

Two months have gone by since we walked off the Demo Day stage for the Techstars Cloud program. My initial thought was to post a quick recap, but I realized I had so many views on what had just happened and I wanted to let it sink in a little. Instead of writing a short novel, I thought I’d break this up into three posts geared towards the entrepreneurs who are interested in going through an accelerator program like Techstars. The first, today’s post, is all about what to expect when you get accepted into Techstars. The next post will focus on what the day to day looks like. Finally, the third post will cover what we got out of it. Please ask questions – our team at HelpSocial would love to help!

So, what was the experience like with Techstars? What should you expect after you get accepted?

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HelpSocial Accepted Into The Techstars Cloud Accelerator Program

  • Posted on November 2nd, 2015

techstars

We are excited and proud to announce we’ve been accepted into the Techstars Cloud accelerator program!

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Twitter may be ditching the 140 character limit.

  • Posted on September 29th, 2015

Image from The Next Web: http://thenextweb.com/twitter/2015/09/29/twitter-is-reportedly-ditching-the-140-character-limit/

Image from The Next Web: http://thenextweb.com/twitter/2015/09/29/twitter-is-reportedly-ditching-the-140-character-limit/

 

It remains to be seen what Twitter is actually going to do here, but if they do ditch the 140 character limit social customer service teams are going to feel it.

Today, these teams work as quickly as they can behind the @handles of large brands to keep up with customer comments to respond quickly with support. Speed of Response is a metric that the industry watches, but it’s measured by customers too. It’s proven that the faster we can reply with quality support, the greater the chances our customers stay with us and spend more money.

Raising the 140 character limit will increase response times, at least initially. Maybe the extra character space will give customers a better opportunity to explain their issues in greater detail, requiring fewer responses to get to a resolution. It may also give them a chance to go off on tangents doing nothing more than delaying the resolution. We’ll know soon!

With HelpSocial, our customers can instantly identify their own customers from their social profiles and see relevant account information with the live stream of social comments. No matter what happens with Twitter​’s character count, HelpSocial users will be able to respond quickly without wasting time searching for account info or other related contextual information. Want to see what it’s like? Contact us and request a quick demo!

5 Social Media Tips to Remember When Prepping For The Holiday Shopping Season

  • Posted on September 11th, 2015

It may only be the end of Summer but that doesn’t mean your brand shouldn’t start prepping, or at least thinking, about the upcoming holiday season ahead. Remember November and December are the highest revenue generating shopping months of the year. Instead of waiting until the last minute, use this time to develop a successful social media strategy before the traffic surge. Gather important stakeholders from customer care, service center, PR or Marketing and consider these 5 tips when preparing for the holiday shopping season. With a strategic plan in place, social media can help drive traffic, foster positive engagement and increase holiday sales.

5 Social Media Tips to Remember When Prepping For Holiday Shopping Season (more…)

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

csr-social
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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