Conversocial Blog

 

5 Step Strategy for the 2015 Social Customer Service Battlefield

April 29, 2015 09:09 AM by Alex Harvey

I've worked with a number of different customer service teams across various industries over the last year in an effort to create benchmark use cases, and one regular piece of feedback from those on the front line is that social channels are a constant battle ground. Although social media presents great opportunities, many businesses are having difficulty with the free-flowing, round-the-clock, public nature and the expectation of immediate responses (Five minutes according to IBM!!).

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Does the following story sound familiar?

The year is 2013. You've been following the growing trend for leading companies to offer some form of engagement over social media that isn’t marketing focussed. You gather the evidence, and lead the charge to gain internal buy-in to do the same at your organisation. Encouraged by the potential return on investment, your proposal is approved (congratulations!).

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The 2015 Definitive Guide to Social Customer Service

April 23, 2015 09:04 AM by Harry Rollason

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Adopting a Social First customer service strategy is no longer optional - it's business critical. But businesses still struggle when operationalizing social customer service. For this reason we're thrilled to announce our 2015 edition of the Definitive Guide to Social Customer Service.

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Thinking from the Firehose

April 22, 2015 10:50 AM by Joshua March

There can be little doubt that social channels have emerged as critical points of connection for customer activity. A diverse set of channels, from Twitter and Facebook to Instagram and many more, are all growing rapidly, overtaking email, and in some cases other legacy communications channels.

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There is however a lot of noise on social—arguably more than ever—and so the challenge becomes one of understanding and prioritizing conversations, routing them to the right brand advocate or agent, and providing the controls and analytics you have come to expect from more traditional service channels. Social has not just grown, it has grown up. It is now a mature, legitimate service channel with real customer issues being resolved.

As all markets mature, there is a natural consolidation and re-shaping of suppliers. New partnerships are forged and acquisitions are made.

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These Aren't The Droids You're Looking For

April 10, 2015 11:08 AM by T. Connor Denis

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A funny thing happens as humans create, develop, and improve the technology that make life more organized, convenient, and yes - social. We begin to put all too much faith into the tech that we have built, believing that higher tech means a better experience. In many places this mentality is understandable, I don't know many who would give up their iPhone or Android for two cups and a string. However, in at least one place, these advances have left us tired, frustrated, and desperate: brands' belief that AIs and IVRs deliver a quality customer service experience. There is simply is no replacing the human factor.

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[Webinar] Social customer service 2.0. Is your enterprise ready?

April 08, 2015 11:52 AM by Harry Rollason

Traditional customer service is broken. It's impersonal and robotic, creating a frustrated customer, left alienated by long wait times and dropped calls. The answer: Build a social customer service culture that has a personality - reinforcing your brand. 

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With this in mind, join Canadian Broadcasting Corporation, Ovum and Conversocial for an interactive webinar in which we cover the operational, cultural and technological opportunities—and challenges—for adopting a #SocialFirst customer service strategy.

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The Impact of Social on Today’s Traditional Contact Center

March 26, 2015 12:39 PM by Joshua March

Even 30 seconds is too long for today’s in-the-moment, always-engaged customer to wait, spelling trouble for the future of customer service through traditional channels like email and phone. The world is in the middle of the biggest shift in personal computing; the transition from desktop computers to smartphones and tablets requires an entirely new, mobile-first approach to customer service. Furthermore, that approach must be asynchronous, allowing the consumer to engage, disconnect, and pick up where they left off on their own terms.

pablo3There are three major shifts in how people are communicating with each other and with companies, all outside of the traditional call center model.

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Canadian Broadcasting Corporation up for a Shorty!

March 23, 2015 04:19 PM by Harry Rollason

We are happy to announce that the Canadian Broadcasting Corporation (CBC), a Conversocial client and Customer Advisory Board member, has been shortlisted for a much sought-after Shorty Award. CBC are up for the “Best Customer Service” award, looking to gain recognition for their much acclaimed #NOTWEETLEFTBEHIND social customer service strategy.

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The Shorty Award, Best Customer Service Category, looks to honor companies that are using customer-focused social media platforms such as Twitter, Facebook, Quora, GetSatisfaction, etc to provide information and assistance to their customers. The winners of the 7th Annual Shorty Awards will be announced via Snapchat on March 23rd, and the trophies will be presented next month at an exclusive ceremony on April 20th at Times Center, New York. Customer service is one of the best forms of marketing, and social media provides one of the easiest ways for companies to directly interact with their customers. This award is will recognize those companies leading the way with a Social First approach to customer service.

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What March Madness can teach us about Customer Experience

March 17, 2015 09:46 AM by Kristin Shevis

March Madness is officially underway. Notably, one of the most popular sporting events of the year, fans rally passionately and loyally for their favorite teams. This year happens to be a BIG college reunion year for me (yikes!), so perhaps I am particularly interested in following my alma mater, Villanova, during the tournament even more than other years. It has become customary now with major events, viewers and fans will engage heavily over social media to demonstrate their loyalty to their teams live during the games.

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This loyalty is very similar to how the best customers feel about their favorite products and brands, which leads me to wonder, Are companies leveraging their loyal fans enough? It seems there is a huge opportunity in a few important ways:

  • Amplify the brand/messaging
  • Referral sales
  • Peer-to-peer support
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Infographic: The State of Social Customer Service

March 13, 2015 08:33 AM by Harry Rollason

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From our analysis it is clear that 2014 was the year that social customer service grew up. The increases in the number of customers using social media as their primary customer service channel was matched by company uptake, with many implementing more established and integrated social customer service strategies.

With 55% of respondents saying that the C-suite now values social customer service, it is clear that companies are waking up to its company wide impact. And with 43% of companies saying their customers now expect seamless issue resolution whatever the channel, room for error is minimal. All this means is that companies must now make social a core customer service offering that is efficient and scalable.

So with this in mind, here are my five top tips for what companies need to change to really adopt a Social First approach to customer service;

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Social Customer Service Webinar ft BBVA Compass, Comcast and Amica Insurance

March 11, 2015 11:16 AM by Harry Rollason

Social media has overturned the traditional business-customer relationship and as customers gain more power, their expectations for good service will keep on rising. It is unsurprising therefore that 65% of CMOs are looking to get rid of broad target audiences and deal with customers’ as individuals.

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With this in mind, we have teamed up with Useful Social Media to present a 45 minute best practice webinar alongside BBVA Compass, Comcast and Amica Insurnace.

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