Resources

Social Customer Service for the Airline Industry

Social Customer Service for the Airline Industry

Findings Include:

  • North American airlines have a better average response time of 34mins 40secs - compared to Europe's 2hrs 5mins
  • From the 236 @ mentions the airlines received, 76% were for North American airlines alone
  • @AmericanAir was the best performer over social - with an average response time of 4mins 2secs

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The Definitive Guide to Social Customer Service

Read the 36-Page guide to learn about:

  • Justifying the business case for Social Customer Service
  • Preparing for the unexpected with escalation & crisis response
  • Understanding Social ROI & how to measure it

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The Definitive Guide to Social Customer Service
Your Guide to Proactive Customer Service on Twitter

Conversocial Guide to Proactive Customer Service on Twitter

Including:

  • The benefits of Proactive Customer Service
  • How to get to the heart of your customers' problems by proactively reaching out
  • How to develop actionable insight

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Building an Engagement Machine: A Quick Guide to Social Customer Service

Including:

  • What a Social Customer Service playbook looks like, and how to create one
  • Best practices for prioritization, resolution & escalation
  • What Proactive Customer Service means for your business

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Building an Engagement Machine: A Quick Guide to Social Customer Service
Creating a Social Engagement Hub: A Quick Guide to Social Customer Service

Creating a Social Engagement Hub:  A Quick Guide to Social Customer Service

Including:

  • What is a Social Engagement Hub?
  • Customer demand on social channels - what does your customer want?
  • How to organize resources to build a first class Social Customer Service operation

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Finding Your All Star Team: A Quick Guide to Social Customer Service

Including:

  • Who to hire - internally or externally?
  • Training your new team - confidence building, training exercises & secure processes
  • How to create a 'go-to' document for your agents - what should be in your Social Customer Service Playbook?

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Finding Your All Star Team: A Quick Guide to Social Customer Service
Making the Case: A Quick Guide to Social Customer Service

Making the Business Case: A Quick Guide to Social Customer Service

Including:

  • How Social Customer Service is vital to success across multiple areas of your business
  • How both you and your customers can benefit from a new style of customer care over social media
  • The scale of maturity: where are you now with Social Customer Service?

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Measure, Refine and Scale: A Quick Guide to Social Customer Service

Including:

  • Quality measures on the value to the customer
  • Industry analysis of the value of Social Customer Service
  • How to measure ROI

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Measure, Refine and Scale: A Quick Guide to Social Customer Service
How to Respond Before the Crisis

Preventing Social Media Crises

Including:

  • Corporate case studies with recommendations on the best ways to prepare for & deal with crises
  • Minimizing the risk of emerging crises by mobilizing your customer service
  • How to manage customer expectations for speed, volume & time of engagement on social

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Social Customer Service Year in Review

Findings Include:

  • Nearly 40% of all Internet activity is now carried out on mobile devices
  • 30% of customers expect a response on Twitter within 1 hour
  • Year-on-year, our analysis shows an overall increase in customer dissatisfaction

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Social Customer Service Year in Review
12 Days of Social Customer Service

12 Days of Social Customer Service

Download our guide and discover best practice tips for:

  • 12 steps for a successful social Christmas
  • Coping with the holiday surge
  • Crisis management during the busiest shopping season of the year

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California Retailers Social Customer Service Report

Findings Include:

  • A comparison to the findings of the Top 100 report
  • How long it takes each of the retailers to respond
  • How many retailers practice social customer service best practices such as public, in-channel resolution

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California Retailers Social Customer Service Report
“Los Angeles Retailers Social Customer Service Report

“Los Angeles Retailers Social Customer Service Report

Findings Include:

  • A comparison to the findings of the California Report and Top 100 report
  • How long it takes each of the retailers to respond
  • How many retailers practice socail customer service best practices such as public, in-channel resolution

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Tweet, Email or Call 

Download the report now to learn:

  • How Verizon, JC Penney and Bank of America are leading their industries at delivering social customer service
  • How many Twitter complaints retailers receive from customers who are Tweeting in-store
  • Why restaurants are the furthest behind of all the industries analyzed at resolving customer issues

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Tweet, Email or Call

Helping leading brands to connect with their customers

  • Publishers Clearing House
  • Bank of Montreal
  • Winn-Dixie
  • Make-a-Wish
  • Dollar Shave Club
  • Tesco
  • Loft
  • BI-LO
  • NatureBox
  • Barclaycard
  • Beyond the Rack
  • Hertz
  • University of Phoenix

To find out how other businesses use Conversocial, click here