Thoughts on the latest social news from the
Conversocial team. Join the discussion.

How Should You Apologize to Customers on Twitter?

April 22, 2014 02:23 PM by Mike Schneider


You’ve probably read scores of studies analyzing the performance of brands resolving customer issues on social. A new report from the Journal of Pragmatics takes a very different approach by completely ignoring whether brands resolve customer issues. Instead, Saying ‘Sorry’: Corporate Apologies Posted on Twitter focuses on the types and patterns of language used in 1183 apologies gathered from 30 celebrities, 30 ‘ordinary’ members of Twitter and 40 corporate accounts between 2010 and 2012.

Here are three key points discussed in the research, as well as related observations and best practice recommendations.

Read More

Best Practice Webinar: Measuring the Performance of Social Customer Service

April 21, 2014 10:38 AM by Harry Rollason

In the past, social customer service was new and relatively unknown. However, this mindset has changed and it is now essential that brands are able to understand and quantify the impact of their social customer service operations.


But successful measurement models still present a number of unique challenges for companies. For instance, how do you measure the performance of your social customer care team? How do you make meaningful comparisons with metrics on traditional channels like phone, email and chat? How do you use the data to optimize operational efficiency?

Read More

Dollar Shave Club wins a Shorty!

April 18, 2014 12:54 PM by Harry Rollason

We are happy to share that Dollar Shave Club, one of our clients, was announced as a winner of a much sought-after Shorty Award last week. They took first place in the “Best Use of Social Media for Retail or E-Commerce” category, edging out stiff competition in the process.


The Shorty Awards honor the best of social media, recognizing people and organizations excelling on platforms such as Twitter, Facebook, Tumblr, YouTube, Instagram, Vine, and the rest of the social Web. The winners of the 6th Annual Shorty Awards, as chosen by The Academy, were revealed at the ceremony on April 7th, 2014 at The TimesCenter at The New York Times building in New York City.

Read More

How US Airways Could Have Avoided This Weeks Social Media ‘Blunder’

April 17, 2014 03:43 PM by Harry Rollason

Unless you live under a rock you will have heard what happened at the beginning of this week in regards to a certain airline. If you do happen to live under a rock then let me fill you in. On Tuesday afternoon US Airways 'inadvertently' tweeted a pornographic image of a woman and her toy Boeing 777 in response to a customer's complaint over Twitter.

There has, as you would expect, been a lot of social outcry over the incident. With a lot written, and with differing opinions on the steps that US Airways should have taken. So I thought it was about time I weighed in with my opinion.

Read More

Introducing Average Handling Time for Social Customer Service

April 16, 2014 12:59 PM by Mike Schneider


Today, Conversocial is excited to announce the release of Average Handling Time (AHT).

While AHT has been around for years on other service channels, we are proud to be the first to offer this for social media. Average Handling Time enables team leads, supervisors and managers in contact centers to understand how long it takes for agents to view and action customer service issues over social media.

Read More

Best Practice Webinar: The Evolution of Social Customer Service from Dollar Shave Club and Beyond the Rack

April 7, 2014 03:28 PM by Harry Rollason


In our latest social customer service webinar, Conversocial CEO & Founder Joshua March presented a live debate on “The Evolution of Social Customer Service for E-commerce”. He was joined by Beyond the Rack's Vice President of Customer Experience Dave Farrant and Social Media Representative Claudia D’Agostino, as well as Dollar Shave Club's Senior Vice President of Mamer Services Janet Song and Member Services Manager Joshua Park.

During the 40 minute discussion, our panelists provided insight on the evolution of social customer service for the e-commerce industry, looking into the impact it has had––and will continue to have––on business operations. Additionally both presenters set out a clear strategy and process model on how to deal with social media in the call center, critical to brands looking to get ahead in 2014.

Read More

How Do 20 Top Hotels Use Twitter as a Customer Service Channel?

April 3, 2014 10:25 AM by Harry Rollason


Whether face-to-face or, more recently, online, customers have come to expect prompt and effective service from hotels. Service over channels like Facebook and Twitter is a logical extension of this, enabling hotels to satisfy their savvy consumer base and publicly demonstrate great service to millions of potential guests.

Today’s guests have the power to publicly persuade and dissuade friends, family and followers from booking with a specific hotel brand, all in 140 characters or less. In the ultra-competitive travel and lodging market, turning guests into loyal brand advocates is essential.

Read More

How Well Do Companies in Regulated Industries Provide Social Customer Service?

March 31, 2014 02:43 PM by Mike Schneider


Despite challenges posed by regulatory compliance, social customer service is one of the fastest growing points of contact between financial institutions and their customers. This rapid rise should come as no surprise. Rather than drafting an email or waiting on the phone, nearly two thirds of social media users want companies to offer customer service over social media channels such as Facebook and Twitter.

With the estimate that 95% of all customer interactions in retail banking will be digital by 2020 (CameoWorks), and up to 51% of U.S. adults using online banking and 35% using mobile banking, it is clear that customers will continue to increasingly use Facebook, Twitter and other social channels as their first points of contact for issues and inquiries. Financial institutions must confront the concerns around privacy and security, and make interactions on these channels as safe as possible.

Read More

4 Effective Ways to Offer Proactive Customer Service Over Social

March 25, 2014 02:32 PM by Mike Schneider

Conversocial CEO Josh March Discusses Proactive Social Customer Service in this Case Study from DataSift 

Proactive customer service is not a new concept, but social media has changed the method in which it can be carried out. Long before the rise of social customer service, certain businesses focused on new ways to improve the customer experience. Looking to reduce call volume, they concocted ways of solving customer issues before the customer reached out. Many of these methods worked: a report from Enkata found that preemptive service can reduce call volumes by as much as 30 percent, while increasing customer retention rates by 3 to 5 percent.

Essentially, traditional Proactive Customer Service means anticipating customer issues and addressing them proactively. This can take a number of forms, from FAQs and forums to knowledgebases and instructional videos.

Read More

Your Seven Step Guide for a Successful Social Media Risk Management Program

March 21, 2014 09:00 AM by Arielle Sklavos


We previously took a dive into the Federal Financial Institutions Examination Council (FFIEC) social media guidelines for financial institutions, which transformed the seemingly grey social media questions into clearly defined answers for this regulated sector. If you read through the guidelines, there was lots of information regarding compliance and best ways to manage and assess risk; all of which can dramatically affect the way a bank conducts social customer service and social conversations. 

Read More