Resources

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

 

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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

 

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Forrester 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

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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

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Utility Social Customer Service Report
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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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

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

Helping the world's most customer service-focused companies embrace social media

  • 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