Conversocial, providers of a social customer engagement platform, has released its Android app for CROWDS, the first community-powered social resolution tool for business on Twitter.
Originally launched for the web, CROWDS' peer-to-peer resolution platform integrates with Conversocial's core platform to automatically distribute actionable social customer conversations between company brand experts and customer service and technical support agents. Through the CROWDS platform, brand experts can filter incoming Twitter queries based on their expertise and select the issues they'd like to resolve.
The CROWDS for Android app will enable brand experts to resolve social customer service issues on their mobile devices. Brand experts earn points for quality replies from peers, and can track their performance on a leaderboard. Business users can compare ROI across all community channels and measure brand experts' performance and activity metrics.
Though now available for Android. iOS mobile app is reportedly coming soon.
"We're excited to be launching Conversocial CROWDS as a mobile app for Android, which will enable businesses to maximize the expert communities that have become such a critical component of their customer service efforts by empowering their best brand advocates to resolve customer queries seamlessly, at their convenience, and in the moment," said Conversocial CEO Joshua March in a statement. "We've seen time and time again how impactful CROWDS can be for service functions, including faster resolution and more positive customer sentiment. Today's social, mobile customers expect more, quickly, and with a human touch, and the peer-to-peer customer service model done right has proven to be a huge advantage to businesses and consumers alike."