25th of November 2013 by Harry Rollason
Last week our CEO & Founder, Joshua March, presented a live debate on “The 12 Steps of Social Customer Service”. He was joined by Rachel Arthur, global senior editor of digital media & marketing at WGSN, who provided industry relevant research findings.
During the webinar Joshua and Rachel discussed the 12 steps brands can adopt for a successful social Christmas-delivering best practice surrounding how to cope with the holiday surge in volume. Additionally both speakers set out a clear strategy and process model on how to deal with a social media crisis, critical to brands social care strategy.
22nd of November 2013 by Rachel Tran
A year and a half ago, Facebook introduced the functionality to send private messages to Pages. We were one of the first to integrate Facebook Messages into our Social Customer Service platform, ensuring our customers had the ease to manage the new uptake of private messages as they would with public timeline messages and comments.
Facebook’s API wasn’t perfect - photos were missing from the Private Messages that they sent through to us. Attachments are essential to understand context, enabling you to provide relevant social customer service. As soon as we caught wind of Facebook’s recently updated API, we jumped right on investigating whether photo attachments would now be available.
We’re pleased to announce that today, photo attachments in private messages can finally be brought into Conversocial.
18th of November 2013 by Harry Rollason
Last month Conversocial was headline sponsor to The Social Media for Customer Service Summit - New York. The summit attracts 150+ attendees who gather each year to discuss the latest best practice for the social media customer service community.
At the event we were lucky enough to be joined by one of our clients, Laura Smith, Senior Director of Customer Service at The Hertz Corporation. Laura presented with representatives from T-Mobile and Walgreens, where they addressed how to break through social noise to identify and prioritize mass communication, ensuring an efficient real time response.
After the summit we asked Laura about her journey and experiences using social media as a customer service tool. This is what she had to say.
18th of November 2013 by Joshua March
Our latest research found that the volume of tweets to top US retailers was five times higher than normal in the week following Thanksgiving in 2012.
The holiday season is the most important time of the year for most retailers, and when the most strain is put on customer service. With service issues now spreading on to public social media sites, the results can be disastrous - if they’re not managed properly. To help retailers understand how best to prepare for this year, we conducted an in-depth analysis of the volume and types of tweets that ten major retailers received over the holiday period last year.
We released the report, “Preparing Social Customer Service for the Holiday Surge”, at a joint event with WGSN last month at the W Union Square in New York. You can download the full report here.
14th of November 2013 by Rachel Tran
Social is without a doubt the fastest growing resource brands have at their disposal. And within social, direct engagement on channels like Facebook and Twitter are an increasingly powerful way to influence customers during the buying process.
A rapidly growing number of businesses understand that delivering a good customer experience is essential. Research we conducted with New York University last year showed that a staggering 88% of people are less likely to buy from a company if they go onto a Facebook page and see that the brand is not responding to customer complaints and questions. But still, 50% of retailers fail to resolve real customer issues on Facebook and Twitter within 24 hours.