Resources

Brandsclub

‘Embracing the avalanche: Brandsclub uses Conversocial to create a thriving customer service hub out of a potential social media disaster.’ This case study shows how Brazilian online retailer, Brandsclub, managed to overcome the challenges of dealing with communication at scale via social networks, and how Conversocial allowed them to better organise their team and reach their customers.

With Conversocial, the team reduced the time they spend managing social networks from 4 to 2 hours per day, whilst achieving quicker responses, from happier staff, to even more customers.

The Consequences of Ignoring Your Customers

A Survey of Consumer Expectations for Customer Service on Social Media Platforms.

This survey was commissioned by Conversocial and conducted by Assistant Professor of Communications at New York University, Liel Leibovitz. The study follows Conversocial's recent white paper series, "Who's Ignoring Their Customers", to address the consequences of poor customer service in Facebook and Twitter. Our respondents revealed some interesting findings; neglect of customers' issues in social media directly impacts their future likelihood to buy from a company.

The conversations a company has with its customers in social media represent its brand, in a space where real purchasing decisions are being played out. The results of this survey reveal that ignoring complaints and questions has a strong impact on these decisions, and shows that those companies failing to keep up will suffer

A Survey of the Largest US Retailers and Their Use of Social Media

Following our white paper “Who’s ignoring their customers: Lessons from the Best and Worst UK Retailers on Facebook”, we were keen to investigate the performance of US retailers.

This report unearths the customer service offerings of the 10 most loved and hated retailers in the United States. We analyse how these retailers are meeting the challenge of delivering great social customer experiences.

Who’s Ignoring Their Customers?

‘Who’s Ignoring Their Customers: Lessons on Customer Service from the Best and Worst Retailers on Facebook’ sheds light on the state of customer service in the retail industry. This investigation into the response times delivered by top UK brands uncovers the obstacles to effective customer care in Facebook and reveals who is successful, and who is ignoring their customers.

...some are managing better than others. The main reason for this seems to be the logistical difficulty of isolating questions and complaints from huge volumes of less critical comments relating to marketing messages. In Facebook, not everything needs your attention, but how do you find the things that do?

Conversocial Sales Deck

For an overview of the benefits Conversocial could bring to your business, you can download our sales deck to share with your colleagues.

Priority Response Engine (PRE) Launched to Address Growing Demand for Social Customer Service via Facebook and Twitter

(London and New York, Jan 18, 2012)

This new and updated version of the company’s already award winning software-as-a-service (SaaS) is designed to increase the ability of brands to respond to customer comments in a timely manner and make existing customer service agents and CRM tools more productive by prioritizing tweets, wall posts, and comments.  

“We can now identify important issues quickly and deliver fast responses to our customers’ queries.  Without Conversocial, it would be much harder for us to stay on top of customer service in social media so efficiently, and many issues would likely be lost amongst general conversation.”