Conversocial enabled Hertz to introduce social media into the customer service center, and today Hertz’s global team uses the tool to deliver service across Facebook and Twitter worldwide. Conversocial has been deployed across marketing, public relations & communications, and customer service to ensure that customers receive the best experience with complete brand security. The Hertz team has seen a significant increase in customer satisfaction since building up their social customer service program with Conversocial.
Tesco is one of the world's largest retailers with supermarkets in 14 countries. Conversocial is deployed in the Tesco contact center across a growing team of over 40 social customer service agents, offering comprehensive customer care to a Service Level of 45 minutes. The Tesco team proactively reaches out to consumers to catch issues at the earliest stage and engage in conversational marketing to boost the customer experience of the Tesco brand.
ODEON is the largest cinema chain in the UK, with over 100 cinemas nationwide. ODEON began using Conversocial to bring social media efforts in-house, to make sure that customers were receiving the level of engagement and service they expected. Since beginning this program, ODEON has successfully reduced social media expenditure by over 50% and has reduced negative sentiment about the brand by 64%. The data generated by an effective social customer service strategy feeds into executive level reports and real business changes to improve the ODEON customer experience.
Haven Holidays is Britain's largest provider of domestic holidays, and owns and operates a choice of 35 award-winning family holiday parks throughout England, Scotland and Wales. The Haven team is able to deliver real reponses to customer service issues and engage in conversational marketing all from one platform, to ensure customers get the positive experience they expect. Using Conversocial, Haven has improved customer satisfaction and reduced the average response time to customers by nearly 90%.
JackThreads is a members-only, online shopping club that curates top-tier street, skate, surf and contemporary men's fashion brands - offering daily sales of up to 80% off. This exciting young company is Thrillist Media Group's main revenue driver, and uses Conversocial to engage its fast-growing customer presence on social media. Since implementation, the team can handle 7-10 times more social interactions per hour, and has reduced average response times to under an hour. 10% of all customer service interactions now take place on social media, and that volume has seen a growth rate of 5% week to week
Avea is the leading mobile telecoms provider in Turkey, with over 13.7 million customers, serving 98% of the country’s population. Avea’s Social Customer Service team of 20 uses Conversocial to respond to every incoming enquiry and proactively seek out customers talking about Avea, who the Social Customer Service team can assist. Avea’s management team uses Conversocial’s reporting to track customer issues from billing, to service, to packaging and even responses to marketing campaigns. Today, the team responds to Avea customers within an hour, and to 90% within just 30 minutes.
VisitScotland uses engagement through Conversocial and the rich data this provides to analyze the tourism board’s most effective social activity for generating word of mouth online, in order to understand social media’s effectiveness as a discovery stage for new customers. Conversocial allows VisitScotland to make social media engagement a credible part of the funnel, thanks to comprehensive categorization and analysis tools that can be fed to key stakeholders including Insights, Marketing, and other business areas.
First Great Western has one of the largest and most complex rail networks in the UK, carrying one and a half million passengers every week on 9000 services, calling at 276 stations. The team uses Conversocial to deliver instant one-to-one and one-to-many service to customers over Twitter. Speed is essential for this travel company to provide real time information and service updates, to improve their customer's on-the-go experience. Conversocial helps them to manage the high volumes of tweets they receive to ensure prompt and accurate replies. It also enables the business to gain valuable insight into what their customers are saying about them, and identify trends and patterns.
Emoderation is one of the UK’s leading moderation agencies, and uses Conversocial to provide out-of-hours moderation and support for leading international brands, including ITV, HSBC and Tesco. Our collaborative, fully secure platform allows moderators and community managers to understand exactly what the client and other team members have already handled, and provide full quality assurance for client reports.
Waitrose, Britain's favourite supermarket, has 290 shops in the UK and Channel Islands and is consistently achieving sales growth significantly ahead of the market. The Waitrose social media team uses Conversocial to enable communications, marketing and customer services to work collaboratively to ensure customers receive the best possible experience.