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Published April 4th 2016

Brandwatch & Conversocial: Delivering Complete Social Customer Care

It’s no secret that social customer care is a vital component of customer service for any brand, in any industry.

At Brandwatch we are expanding our partner ecosystem to give customers the best technology options to fit their specific needs.

We’re excited to announce that we will be working with Conversocial to deliver a complete workflow for social customer experience management, paired with our sophisticated social listening and analytics.

Brandwatch allows you extract business-changing insights from social data, by crawling millions of websites, blogs, forums, and social networks to find everywhere customers are talking about brands.

This data allows brands to make informed decisions based on actual customer conversations.

Social customer care management, by the leaders

Conversocial is the leader in social customer care management, and the only vendor earning a High Performer spot in G2Crowd’s 2016 Social Customer Service Software Grid.

Conversocial is trusted by global brands for social customer service solutions that improve productivity, as well as operational efficiency, by managing the flow of customer-service inquiries and discussions on social media.

Pair that with social data, and brands will have all the right technologies at their fingertips to better understand their customers, and help them with issues.


“Social first strategies are the key to engaging with increasingly social and mobile consumers.

With the Channel API, we can expand our partnership ecosystem to better enable businesses to deploy a comprehensive digital channel strategy with best-in-class tools built to serve the social, mobile customer at scale,” says Joshua March, CEO and Co-Founder of Conversocial.

“Customer experience is the defining element of a successful brand strategy, so it is critical that customers get the best experience at every touchpoint, from customer care to marketing to sales.

The Channel API means brands no longer need to compromise with generic, broad tools anymore — they can now manage digital conversations using a purpose-built tool that understands the unique nuances and dynamics of social, mobile engagement.”

Man using his Mobile Phone in the street, night light bokeh Back

With the upcoming release of the Conversocial Channel API, brands will now be able to bring these practices together so that their customer care specialists are able to monitor a customer’s experience anywhere on the web, and react in real-time.

Response time is a huge part of social customer care, as evident in everyday conversations online. Social media is the first stop for consumers when they want immediate action, attention, and response.

For a delayed flight, unsatisfactory restaurant experience, or to praise the concierge service at a resort, there is no industry that can hide from the public forum that lend themselves to customer care discussions online.

Social conversations across the web are a major indicator of customers’ perceptions and experiences with a brand.

The Brandwatch and Conversocial joint solution empowers care teams to provide fast, helpful responses to customers, as well as monitor and maintain a strong online reputation – essential in today’s social world.

We pride ourselves on giving Brandwatch customers the absolute best social listening and analytics technologies, which is why we’re adding new partners to our roster of trusted peers in complementary technology spaces.

Get in touch to learn more about Brandwatch and Conversocial’s partnership – or catch Paul Johns, CEO of Conversocial, on the ‘Customer: Their voice, their experience, their care’ panel at Now You Know Conference, May 9-11.

Threading together three crucial areas of business value and practice, social customer care, Voice of the Customer insights and Customer Experience (CX), this panel will follow Natalie Nahai’s keynote with practical insights into these valuable domains from recognized specialists.

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Falcon.io is now part of Brandwatch.
You're in the right place!

Existing customer?Log in to access your existing Falcon products and data via the login menu on the top right of the page.New customer?You'll find the former Falcon products under 'Social Media Management' if you go to 'Our Suite' in the navigation.

Paladin is now Influence.
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Brandwatch acquired Paladin in March 2022. It's now called Influence, which is part of Brandwatch's Social Media Management solution.Want to access your Paladin account?Use the login menu at the top right corner.