Social customer service

Conversocial has released Conversations, an enhanced workflow technology designed to maximize contact center agent efficiency on social media.

The newly designed workflow intelligently threads together related customer interactions, both public and private, from different social media channels, providing agents with a full view of an outstanding customer service issue. Cloud-based Conversations understands when a customer posts multiple times about the same issue, or engages in a lengthy conversation with a brand. The company says Conversations allows agents to work together seamlessly by utilizing Conversocial’s latest enterprise features, including a single combined inbox, collision alerts, real-time notifications, a complete audit trail of user actions and an easily accessible conversation history.