HelpSocial Accepted Into The Techstars Cloud Accelerator Program

  • Posted on November 2nd, 2015


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


Twitter may be ditching the 140 character limit.

  • Posted on September 29th, 2015

Image from The Next Web:

Image from The Next Web:


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

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.


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

  • Posted on June 25th, 2015

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.


HelpSocial Partners With 3CLogic

  • Posted on June 18th, 2015

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!


HelpSocial Launches Developer Access Program

  • Posted on June 16th, 2015


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.


HelpSocial Partners With inContact

  • Posted on June 15th, 2015


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.


A Case Study On Social Media ROI With Rackspace

  • Posted on June 15th, 2015

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.