[February 18, 2015]

Conversocial Unveils CROWDS, the Newest Generation of "Social First" Customer Service Solutions

Conversocial, a leading provider of cloud-based social customer service solutions, today revealed CROWDS, an application that enhances customer experience and reduces support costs by giving a brand's supporters the ability to help other customers by responding to technical and support issues posted on Twitter (News - Alert). A recently commissioned study by Conversocial found that nearly half of the younger generation prefers social media over forums for customer service, with the number steadily increasing. Although many brands have benefited from building peer-to-peer support communities on traditional Internet forums in the last decade, this misses out on customers who are posting about issues on social networking sites like Twitter. CROWDS solves this issue, bringing the peer-to-peer support approach (with contact center oversight) into the mobile, social generation.

Conversocial's easily accessible CROWDS app is beneficial for brands that have a knowledgeable and passionate base of advocates, either inside or outside the organization. It connects the passion and knowledge of "crowd experts" with customer questions on Twitter, creating a "community as a service" platform. Companies that launch programs through CROWDS can expect to see increased customer satisfaction, extended word of mouth, improved customer loyalty and reduced costs for effective customer service.

"Crowd experts" can earn points for thir activity and monitor their performance on leaderboards, receiving tangible rewards for the passion and knowledge they bring to their favorite brands. CROWDS encourages collaboration between brand advocates and contact center agents, ensuring accuracy in responses and creating peer-to-peer resolution. Crowd expert performance and activity metrics are then carefully tracked in Conversocial's enterprise-class platform allowing users to efficiently leverage this peer-to-peer support.

"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."

"Consumers already use social media to crowdsource knowledge about products and services and find support answers. And businesses need to take advantage of this social trust economy in order to improve the customer experience and better understand customer behavior," said Aphrodite Brinsmead, Senior Analyst, Customer Engagement with Ovum (News - Alert).

About Conversocial

Conversocial is a leading provider of cloud-based social customer service solutions. Our enterprise-class platform helps global brands revolutionize customer experience, enhance agent productivity and improve operational efficiency by managing the flow of customer service inquiries and discussions on social media channels and through a peer-to-peer web app that connects the knowledge of the crowd with customer questions. Our clients are able to securely transform their contact centers by creating a personal service culture that integrates proven customer service processes with new technology and channels. The largest global firms including Google (News - Alert), Hertz, Barclaycard, Marks & Spencer, Allied Irish Banks and Prét A Manger turn to Conversocial to reduce costs and create the most inclusive customer service experience possible. For more information, visit www.conversocial.com

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