Social media is not just another contact channel. It requires a different set of rules.

Are you ready for social customer service 2.0?

Read the whitepaper

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The State of Social Customer Service 2015: Maturing Enterprise Operations

Read this community-sourced whitepaper to:

  • Hear best practices from over 100 Conversocial clients on social customer service as a function at their companies.
  • Get insight on how the social customer has changed over the past year.
  • Discover five top tips for what your company needs to do to really adopt a Social First approach to customer service.

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(Whitepaper series) Preparing the enterprise for a new social customer service model: Adapting to the Culture of Social Media

This is the second of two whitepapers intended to help companies see their path to social customer service success more clearly. Enterprises and their contact centers must embrace social media and participate fully, or risk alienating their customers.

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(Whitepaper series) Preparing the enterprise for a new social customer service model: Adapting Operations & Technology

This is the first of two white papers intended to help companies see their path to social customer service success more clearly. This one provides an operational and technological viewpoint.

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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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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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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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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