Conversocial Blog

 

Going from Good to Great!

August 24, 2015 05:17 AM by George Twizell

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Plenty of companies are good at social customer service, but here at Conversocial we are never happy with good, we want our clients to be the best…We want them be great!

Social media is constantly evolving, this year alone has seen the focus shift from response time to resolution time,with 65% of customers reporting that in-social resolution is the most important aspect of a good customer service experience.

With this in mind, here are my 5 top tips to becoming #SocialFirst company:

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Back to School Basics

August 13, 2015 09:32 AM by Bryan Brennan

As summer draws to a close, parents begin the arduous process of getting their children ready for school. When it was my turn to go back to school, longer than I care to admit, my parents and I had a check-list of sorts to make sure I was ready for my first day. It looked something like this: 

We were always lost. We typically had a general idea of what to buy (clothes, school supplies, etc.) but actually formulating where to buy these items was always a big question mark for us. Thus, we would be looking for recommendations from friends, family, etc.

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Recruiting the Social Customer Service A-Team

August 6, 2015 04:22 AM by Liz O'Brien

Tell us why you think you would be perfect for the role in 140 characters or less?

If only it was that simple. To get the perfect social customer service team it’s all about getting the right blend. Having been a part of the Social Media team at Tesco, as well as hearing from our customers and prospects here at Conversocial, got me thinking about what the best ingredients for social care are.

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[Webcast] Build trust in an untrusting world: Tailor your support to build customer advocacy

August 5, 2015 10:06 AM by Harry Rollason

In the age of the empowered customer, maintaining brand loyalty is getting harder. Therefore ensuring your company is truly trusted is business critical. But what does good look like? And how can your company build trust through your social customer service strategy?

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[Webcast] Putting social care performance under the microscope

July 20, 2015 09:55 AM by Harry Rollason

Successfully measuring the performance of your social customer service team still presents a number of unique challenges for companies. During this bite-sized 20-minute webcast we will share best practices for analyzing the performance of your agents, understanding where they are excelling and where they are struggling.

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How do you measure a social team?

July 8, 2015 05:12 AM by Chris Venus

Your social customer service agents are the public face of your brand, more so than in any other area of your customer service operation, because much of what they write is not only visible to the customer it is intended for, but to all of your customers. As such it is critical that you are able to properly measure the performance of your social agents, not only to ensure you are able to offer them the appropriate training and support but also to ensure you are able to properly resource your operation with the right number of agents at the right times.

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In my role at Conversocial I’ve spent a lot of time talking to people about the many things you can measure your social agents on, below are the metrics that I think the best service organisations should be looking to measure and improve upon.

For many of these metrics you will want to take measurements over a reasonable period of time and develop upper and lower thresholds that you want your agents to fall within.

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Introducing new capabilities to proactively engage on Instagram

July 1, 2015 08:00 AM by Jaclyn Fu

As one of the first social customer service platforms to integrate with Instagram, we’ve seen many of our clients adopt #socialfirst practices for resolving incoming conversations on this fast growing channel. Instagram surpassed Twitter last year with 300 million active users to Twitter’s 284 million, and an impressive 49% of users utilizing it daily against Twitter’s 36%, validating it as an important social network on which brands need to have a presence. Once again, we are excited to introduce new features to help companies set the standard for serving their social customers.

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Introducing the 2015 Social Customer Service Trust Index

June 30, 2015 09:32 AM by Harry Rollason

In the age of the empowered customer, maintaining brand loyalty is getting harder. Therefore ensuring your company is truly trusted is business critical. Good social customer service allows for you to build trust.

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But what does good like? And how can your company build trust through your social customer service strategy?

In this report we analyze our findings to determine not only corporate uptake, but what you actually need to do to be trusted over social media in today’s consumer driven world.

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Does your service team deliver limitation-free resolutions?

June 24, 2015 07:46 AM by Luke Duffy

You know that piece of ripped, brown material that slightly resembles a bear - the one which your Mum gets out every time she meets one of your friends? Well once upon a time that was your favourite thing in the world. You'd never leave a room without it, let alone the house. Washing it was a big no-no as the smell comforted you, it made you feel safe. Nobody could ever understand how much you loved your little bear and nobody ever would. It was all you cared about in the first few years of your life. 

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So imagine if one day you were lying in your cot and it wasn't there. Without the ability to talk or communicate concisely, how would you ask Mum where it is? You start to panic and furiously start rummaging around your cot. Maybe it'll be on the floor you think, you cry and wait for Mum to find it for you. "I'm sorry little one, baby lamb had to be thrown away. It was just too ripped and tatty to be kept any longer" - you don't need to understand every word - you just know your best friend is gone.

That's exactly what happened with one of our customers a few months back and immediately, the social customer care team's heart strings were understandably tugged. The Mum felt guilty as her baby just couldn't rest - he wanted his baby lamb back no matter what. So the team intervened. We got the details of the comforter - it was a product in our Chad Valley range. Perfect we thought, an own brand product shouldn't be too difficult to get hold of. A simple stock check, maybe a store transfer and we were onto a winner? Nope; discontinued. Groan. We need to sort this.

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Social Media and the Customer Journey: Highlights from CSMNY 2015

June 23, 2015 08:17 AM by Taylre Duarte

Conversocial was proud to once again sponsor last week’s Corporate Social Media Summit (CSMNY), which took place in New York on June 14-15. The event brought together top industry leaders in social media strategy, across customer service, marketing and sales. While there were many different viewpoints expressed, everyone was in agreement on one important fact: the customer, not any particular business operation or department, owns social.

On the first day, Conversocial CEO Joshua March took part in one of the opening keynote panels alongside MTV and The Economist, addressing social media and the customer journey. The idea of a 360 degree view of the customer was a constant theme, and we discussed how different organizations are working to achieve this and the wider omnichannel experience.

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