Conversocial: Combining Strategy and Technology to Transform Customer Engagement

3.5bn people own a smartphone. These devices have changed how the world interacts with their family and friends (and strangers). It’s also had a huge impact on relationships between brands and consumers. In the last 10 years, the rise of social media platforms means customers have a much more direct route to interacting with their favourite brands. It’s been a blessing and a curse. Social media provides the opportunity for a more customer-centric approach, so brands can build better relationships with consumers. However, in the beginning many companies weren’t prepared for the demands of this new engagement channel, and combined with higher consumer expectations, it led to frustrated customers and poor CX.

In 2013, Conversocial recognized the need for brands to be able to manage these interactions more effectively and as technology has advanced, so has their platform. Public social media interactions was the company’s initial focus, but as consumer habits changed to primarily private messaging channels (iMessage, WhatsApp, Instagram, Facebook Messenger, Twitter DM and more) for conversations, Conversocial adapted its product. The company ‘moved to messaging’ – becoming a conversational customer experience platform that enables brand/consumer conversations to flow seamlessly within messaging channels across the customer lifecycle.

Simplifying customer engagement

Conversocial was established at a time when customers used social media as a platform for brand bashing and venting about a bad customer experience. This practice hasn’t suddenly gone away, but over time the way customers and brands interact has evolved. Both have turned to private messaging channels for assistance and issue resolution. Conversocial recognized the shift, and today are recognized industry leaders in the world of customer engagement on messaging channels.

As most brand/consumer interactions are now digital, companies, in theory, know more about their customers than ever before. The danger they can fall into is reducing customers to a series of clicks and data points, causing brands to lose touch with their customers.

Private messaging channels are a very personal part of people’s lives, so every conversation on these apps should reflect this. Conversocial’s platform integrates AI and bots with agent interactions to help build real 1:1 brand/consumer relationships. It blends the scalability of bots and human empathy to offer a seamless experience for customers across their entire lifecycle. Brands are able to scale CX operations effectively, increase productivity and build loyalty and a customer’s LTV (lifetime value) at the same time.

Skillful Team of Experts

“We’ve always drawn inspiration from the ways we interact as humans – the ways we connect with our friends and family (and today even with our home devices) and have worked to bring a similar level of simplicity to the way brands and consumers interact,” explained Ido Bornstein-HaCohen, CEO at Conversocial. He is a passionate thought leader for customer engagement and customer service. Ido has spent more than a decade in executive roles in the customer engagement and CRM space. He leverages this experience to continually improve and simplify the way brands connect with customers.

Alongside Ido’s customer engagement experience, Jamie Forseth, (CRO at Conversocial), ensures Conversocial’s partners enjoy a world-class experience from the first interaction with a member of the commercial team and throughout their relationship with the company. Jamie instills a customer-first mentality at the core of everything her team does. Iskandar Najmuddin (CTO at Conversocial), manages both tech-savvy humans and the technology load, to help build and maintain the industry leading platform. He has more than two decades of experience in web technologies and has worked with both SME and global organizations. Iskandar is also the co-founder of several agency style businesses-—including London’s first dedicated Social Media Agency, focused on building systems to solve business issues.

Conversocial’s Best Asset

With the C-Suite steering the ship, they have built a strong team, one which Ido believes is Conversocial’s greatest asset. Ido says, “Conversocial’s success is down to our people. It is the team who make Conversocial the company it is; people who are committed to their customers and their colleagues.”

The team is built around the core values of being curious, focused on action, and mutually supportive. Together, they always strive to deliver the best and go the extra mile to solve every challenge the company encounters.

COVID-19 disrupted every company across the world. With teams forced to work remotely, a huge emphasis was placed on the need for better teamwork and support. With teams already spread across EMEA and the US, Conversocial was well positioned to adapt to these new conditions and thrive despite a global pandemic.

Essential Questions for 2021

The past year brought with it an enforced change in consumer habits. For Conversocial’s partners alone, there’s been an increase in private messaging volume for some of 250%. This digital shift is something Ido believes is a permanent change and should be at the heart of all future business innovation. 2021 will see digital services dominating customer interactions. With the change, brands will address the following questions;

How do you make your brand more digitally accessible? How do you break down internal data silos to allow informed consumer decision making? How do you deploy useful automation that is driven by consumer intent & NLU and not a predefined path?

Conversocial’s focus is already on advancements in messaging, deep learning, and automation. In 2021, Conversocial is looking to maintain their innovative edge by continuing to work closely with leading consumer-facing messaging platforms partners such as Google, Apple, and Facebook.

Going Digital

The events of 2020 have been a catalyst for a shift to a more digital world. Brands need to be equipped to keep pace with rapidly changing consumer habits to stay relevant. However, Conversocial is ready to help their brand partners meet this shift.

Conversocial’s innovative approach to providing its partners with the tools to deliver exceptional CX is how the company stands out from its competition. The team isn’t afraid to experiment with technology to achieve success. After nearly 10 years transforming customer experience management within the enterprise , Conversocial has helped hundreds of companies navigate the complexities of creating a loyal and satisfied customer base with superior experiences over messaging channels.

“What’s more, our dedicated team of Customer Value Managers, Platform Engineers, and Professional Service Leaders are with you every step of the way on your journey to success,” concludes Ido.