February 20, 2015
The move to online communications continues to take the business world by storm. As more and more people shop online instead of heading out to brick and mortar locations to do their shopping, they are also turning to the Web to get help and support, and to vent about their issues.
This increased reliance in online communications to discuss and recommend brands has companies listening and responding with new social care options.
Conversocial, a provider of cloud-based social customer service solutions has taken it a step further to allow companies to get their own customers become more than just bran ambassadors- but tech support too.
CROWDS, the new app offered from the company is being touted as the newest in a generation of “social first” customer service solutions.
For companies this can reduce costs and ensure customers are getting replies as soon as possible. Using the app, customers can respond to technical and support issues posted on Twitter (News - Alert).
For users, they can use the app and become “CROWD experts” and earn points for possible reward wins based on their knowledge and passion for the brands.
Social media seems to be the number one place people are turning to for help – because of its far reach and immediacy. The company recently commissioned a study that found most young shoppers prefer using social media for their customer service needs and businesses need to pay attention on this rising crowd because they are no longer going to traditional forums or other online support pages from the brand.
“Today’s consumers are in better control and have a louder voice than ever before, making it imperative that companies empower their biggest supporters to become part of the fabric of their brands,” said Joshua March, Conversocial CEO and founder. “CROWDS allows companies to build brand advocacy and reduce support costs while rewarding the next generation of their most loyal, well-informed customers.”
Edited by Maurice Nagle