Conversocial Launches Channel API

Conversocial, provider of a social customer service platform, has launched Channel API, enabling seamless integration with other digital service channels to help companies establish social and mobile customer-focused contact centers. The launch features initial platform partnerships with social monitoring and analytics providers Synthesio and Brandwatch.

"Social-first strategies are the key to engaging with increasingly social and mobile consumers. With the Channel API, we can expand our partnership ecosystem to better enable businesses to deploy a comprehensive digital channel strategy with best-in-class tools built to serve the social, mobile customer at scale," said Joshua March, CEO and co-founder of Conversocial, in a statement. "Customer experience is the defining element of a successful brand strategy, and it is critical that customers get the best experience at every touchpoint, from customer care to marketing to sales. The Channel API means brands no longer need to compromise with generic, broad tools anymore. They can now manage digital conversations using a purpose-built tool that understands the unique nuances and dynamics of social, mobile engagement."

The Channel API will allow Conversocial to develop a diverse partnership ecosystem by integrating third-party content into its platform. Upcoming partner integrations include SMS and additional social networks.

Clients will also soon be able to access the Channel API on their own, enabling them to develop content integration for their platforms.

"Social media provides the opportunity for brands to better understand and engage with their customers strategically and at their point of need. Our goal has always been to provide brands with the data to build a complete view of their customer voice, and make sure they can distribute data and insights to the right people and systems to provide, among other things, human driven customer service," said Leah Pope, chief marketing officer at Synthesio, in a statement. "In today's world of public, in-the-moment customer service on social media, it is crucial to connect social insights with a strategic approach to customer engagement and customer service, and this integration makes this seamless, more effective and more powerful. We are very happy to provide our customers with the most robust and strategic approach by fully integrating two best in class tools."

"Brandwatch is committed to partnering with the strongest technology providers which is why we're working with Conversocial, the foremost social customer care platform delivering the best solution in their space," said Venu Konda, vice president of channels and partnerships at Brandwatch, in a statement "Brandwatch provides additional data beyond Twitter and Facebook, giving Conversocial users access to the entire public web allowing social customer care professionals to resolve issues faster with the help of Brandwatch Analytics' sophisticated data automation and classification functionality."

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It's no secret that when used effectively, social customer service can work wonders for companies. It's cost-effective and has the potential to directly link companies with their customers. But according to a recent report on the state of social customer service, from social customer service provider Conversocial, there's still a long journey ahead before customers fully trust social media as a primary channel for support.

Posted November 18, 2016