Conversocial launched in 2010 and now supports a customer base of more than 150 major enterprises. The solution enables enterprises to manage social-media-based customer inquiries directly from the contact center and empowers businesses to elevate social media from a marketing tool to a strategic business operation.
It has developed Conversations to help businesses deliver the best possible customer experience, while integrating social media into traditional customer service processes and technologies such as phone and email.
“Social media cannot exist within a single department or technology. It needs to be fully integrated into relevant business units – trying to manage social customer service as a marketing activity causes a bad experience for the customer, as well as being more expensive for brands to manage.” CEO Joshua March