Being Where Your Customers Are

The “Mod” in Metaverse Mod Squad may invoke images of the hip, scooter-rallying British subculture of the 1950’s, but it also refers, of course, to our role as online forum moderators. In fact, our moderation services blend together with our community management and customer support offerings to help the brands we work with manage the very public dialogues affecting them today in social networks like Facebook (400 million plus users) and Twitter (50 million tweets a day). Successful brands are embracing the social media revolution by listening, engaging, and supporting their consumers in these digital environments. They are where their customers are.

Parature, one of our software partners, is doing its part to make managing brand conversations in social media a more seamless function of customer support. In Las Vegas this week, Parature announced it is adding an application to its award-winning customer service software that enables companies to integrate a branded “Support” tab on their corporate Facebook pages. When the application is installed, agents like ours can read and respond to Facebook posts, direct users to the company’s knowledgebase, and conduct live chats with Facebook users, all without leaving the application.

We congratulate Parature on this exciting development and look forward to using the new application with our shared clients. TechCrunch reports there’s no doubt that Parature’s move to integrate support technology on Facebook is the future of customer service. We disagree. It’s the present.

–Mike Pinkerton, COO