Five years ago, only a small number of highly innovative brands practiced social customer service. Fast forward to today and the landscape is completely different with 70% of companies trying out social customer service in some form. Even more importantly, customers have come to expect that the companies they interact with––from their supermarket to their bank––offer speedy resolution over social networks like Facebook, Twitter and Instagram. We’re now at the stage where social customer service has become an established part of doing business.
With this in mind Conversocial CEO and Founder Joshua March recently contributed to a report entitled “Five Years of Social Customer Care: The Pig Puts on Some Lipstick and the Fish Come Out to Play!”. Produced by Guy Stephens, the report featured contributions from social customer service trailblazers such as Frank Eliason, Natalie Petouhoff and Martin Hill-Wilson among others.