Resources

Forrester Social Customer Service Report

Read the guide to learn:

  • Why all-in-one solutions are failing at social customer service
  • The three stages of social customer service maturity
  • How over 150 senior contact center executives rated their ability to measure agent productivity, integrate with existing contact center metrics and standardize customer service delivery on social media

 

icon-downloadDownload

Forrester Social Customer Service Report
The Definitive Guide to Social Customer Service

The Definitive Guide to Social Customer Service

Read the 44-page guide to learn about:

    • Building your social customer service team
    • Creating social customer service processes
    • Measuring performance and impact
    • What to look for in a social customer service solution
    • The future of customer service

 

icon-downloadDownload

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

 

icon-downloadDownload

Your Guide to Proactive Customer Service on Twitter
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

 

icon-downloadDownload

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

 

icon-downloadDownload

Measure, Refine and Scale: A Quick Guide to Social Customer Service
Finding Your All Star Team: A Quick Guide to Social Customer Service

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?

 

icon-downloadDownload

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?

 

icon-downloadDownload

Making the Case: 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

 

icon-downloadDownload

Utility Social Customer Service Report

Including:

  • Which brand receives the most incoming volume
  • Which brand is the most responsive
  • What happens when the other channels fail

icon-downloadDownload

Utility Social Customer Service Report
Train Your Team for Social Customer Service Success

Train Your Team for Social Customer Service Success

Including:

  • What makes a perfect social customer service agent
  • How to empower agents for social customer service success
  • Steps needed to deliver a social customer service engagement strategy

icon-downloadDownload

Social Customer Service for the Finance Industry: Building a Risk Free Strategy

Includes:

  • What to look for in a social customer service tool in terms of security
  • How to manage third parties conducting social customer service
  • Guidelines for establishing policies and training to address employee participation in social media

icon-downloadDownload

Social Customer Service for the Finance Industry: Building a Risk Free Strategy
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

icon-downloadDownload

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

icon-downloadDownload

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

icon-downloadDownload

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

icon-downloadDownload

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

icon-downloadDownload

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

icon-downloadDownload

Tweet, Email or Call

Helping leading brands to connect with their customers

  • Publishers Clearing House
  • First Great Western
  • Barclaycard
  • Haven Holidays
  • Hertz
  • Google
  • Volkswagen
  • Tesco
  • University of Phoenix

To find out how other businesses use Conversocial, click here