Social Customer Service

Earlier this week, Facebook introduced Messenger 2.3, the latest version of the Messenger platform, which includes updates to customer chat tools and the quick-reply feature. The platform now also offers advanced customization tools for more targeted customer support.
Posted March 02, 2018

Earlier this week, the social network announced that starting on March 23, 2018, apps that integrate with Twitter to schedule and automate tweets will need to prevent bulk messaging or face "enforcement action." Yesterday, it announced "adaptive rate limits" so that companies using Twitter for customer service won't be penalized.
Posted February 23, 2018

Cryptocurrency exchange company Coinbase has been one of the biggest players in the space, but scaling customer service has become a growing challenge. The company may be at a turning point, however, with the hiring of a veteran executive to oversee customer service operations.
Posted February 02, 2018

When it comes to delivering customer service during a time of crisis, customers don't want polite apologies and sympathy—they want fast solutions, new research suggests.
Posted January 19, 2018

Cloud-based customer engagement solution provider eGain has announced an integration with Facebook Messenger. Moving forward, it will enable consumers to initiate support chats with businesses that use eGain for customer service through the companies' Facebook pages via Facebook Messenger.
Posted January 12, 2018

Social metrics need to revolve around strategies, people, processes, and technologies.
Posted January 04, 2018

Another year has gone by, and while some companies spent 2017 delivering excellent customer service, others have stumbled. (Featured on
Posted December 29, 2017

After landing in hot water with developers after restricting third-party apps, Twitter is undoing the damage with the introduction of the Account Activity API.
Posted December 26, 2017

More than 80 percent of consumers say businesses are either meeting or exceeding their customer service expectations, according to the 2017 Customer Service Barometer study conducted by American Express, up from 67 percent back in 2014.
Posted December 16, 2017

Facebook is doubling down on its commitment to becoming a customer service player, updating its Messenger platform to version 2.2 this week. One of the key updates includes a chat plug-in, which enables brands to embed a Messenger bot directly onto their website.
Posted November 09, 2017

Nuance's social media tool enables companies to unify customer service across omnichannel platforms.
Posted November 08, 2017

Conversocial and some of its customers have been given early access to the closed beta of Facebook Messenger customer chat.
Posted November 07, 2017

Customer care platform enhancements let companies conduct social messaging and surveying.
Posted November 02, 2017

Additions to the CX Social solution aim to help companies prepare for, and respond to, potential emergencies on their social media pages.
Posted October 31, 2017

Companies that will succeed on Facebook Messenger will figure out how to make it a useful, personalized experience.
Posted October 13, 2017

ProTel's WebRTC-based mobile app for businesses provides omnichannel online customer services.
Posted August 21, 2017

LiveWorld Platform integrates smart automation and human agents for real-time customer service at scale.
Posted July 31, 2017

Self-configurable builder enables companies to develop their own chatbots in a few simple steps.
Posted June 21, 2017

Interactions, a provider of intelligent virtual assistants for customer care, announced its push into social platforms this week with the acquisition of Digital Roots. Financial terms of the deal were not disclosed.
Posted May 23, 2017

ServiceNow has updated its Customer Service Management solution with ServiceNow Communities, a social app that provides each user with a personalized experience.
Posted May 10, 2017

To say that United Airlines has been in hot water recently is an understatement. Now, United Airlines has rolled out 10 new customer service policies in response to some of the recent incidents, but one customer service expert argues they're simply not enough.
Posted April 28, 2017

Vee24's Version 10 platform release offers chatbots, intelligent routing, metrics, and analytics.
Posted April 28, 2017

Chatbots are promising, but many of them simply don't add business value from a customer service perspective—yet. With the introduction today of the Pega Intelligence Virtual Assistant, Pegasystems is setting out to accelerate the process by offering artificial intelligence extenders for platforms including Facebook, Slack, and others.
Posted April 18, 2017

Just a few months after revamping its Direct Messages, Twitter added a new feature to the offering: the location request feature, enabling businesses to ask customers they're conversing with to share their location via direct message.
Posted April 07, 2017

A new agent interface and Skylight feature facilitates interactions between agents and customers.
Posted March 22, 2017

The acquisition of HipMob furthers Conversocial's shift toward the convergence of social, messaging, web chat, and in-app messaging.
Posted March 22, 2017

8 mistakes companies make when dealing with customers on social media.
Posted March 03, 2017

There's a science behind human connection and the emotional aspects of customer interaction, but not all engagements are appropriate for humans versus machines.
Posted February 21, 2017

Aspect Software has launched its new cloud-based customer engagement center, Via, available immediately in the United States, Australia, and New Zealand. Via will be available to customers in Europe in the second quarter. Aspect first previewed the Via product last May.
Posted February 01, 2017

A comprehensive industry solution lets retail banks collect and act on customer feedback. (Featured on
Posted January 17, 2017

Conversocial CROWDS enables businesses to integrate brand ambassadors into wider customer service efforts through peer-to-peer resolution,
Posted December 07, 2016

Social media is an important aspect of marketing and communication for many organizations, but it is also becoming a necessary channel for providing top-tier customer service. To support customers' desire to take to social media when they need help, Verint Systems has enahnced its Social Engagement solution.
Posted December 06, 2016

Twitter today introduced two new features to help companies create better conversational experiences with customers via Direct Messages on the social media site.
Posted November 01, 2016

Context is just as important as content when keeping track of what customers have to say on social media.
Posted September 13, 2016

Using social media as a customer service tool, companies can expect huge revenue increases.
Posted September 02, 2016

inContact, a provider of cloud contact center and workforce optimization software, has partnered with HelpSocial, providers of an integration platform for customer care and social media, to bring social media customer care abilities to contact center agents using inContact's Open Cloud Platform.
Posted August 11, 2016

Acquiring Airwoot will expands Freshdesk's capabilities in social customer service.
Posted April 13, 2016

The launch of Channel API includes initial integration partnerships with social monitoring and analytics solutions providers Synthesio and Brandwatch.
Posted April 05, 2016

With the right metrics, social customer service teams can provide better service.
Posted March 29, 2016

Effective social customer support requires personalization, dedicated resources, and an investment in agent performance improvements.
Posted March 15, 2016

Social customer service platform providers partner on a solution that combines online forums with peer-to-peer resolution across social channels. (Featured on
Posted March 14, 2016

Microsoft today announced that the spring wave of Dynamics CRM 2016 will be available to online customers in the second quarter of this year. The new release will bring a number of changes, including the addition of field service capabilities and portal solutions.
Posted March 02, 2016

Amazon Web Services (AWS) has named Interactive Intelligence Group, a provider of cloud services for customer engagement, collaboration, and communications, as an Advanced Technology Partner in the AWS Partner Network (APN).
Posted March 01, 2016

In the world of social media, companies need to respond to customers, and they can't afford to wait.
Posted February 26, 2016

Directly's certified experts enables companies to send a high volume of customer questions to their expert users for fast resolution.
Posted February 24, 2016, a provider of machine learning applications to help enterprises provide better customer experiences, today launched Wise Auto Response, an intelligent auto reply functionality for customer support organizations. Using machine learning to understand the intent of incoming tickets and determine the best available response, Wise Auto Response automatically selects and applies the appropriate reply to address customer issues without involving agents.
Posted January 27, 2016

Companies must equip their contact centers to handle digital and omnichannel customer inquiries and provide a means for self-service support.
Posted January 22, 2016

New management tools, workflow enhancements, and a community-as-a-service deployment model round out the enhancements to Telligent Community. (Featured on
Posted January 20, 2016

Consumer trends give small and midsized businesses new tools to drive better customer service.
Posted December 16, 2015

The rise in digital channels requires contact centers to address new metrics for agent performance.
Posted December 04, 2015