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End of Year Report: The Social Customer Service Year in Review

Harry Rollason
By Harry Rollason on Jan 16, 2014 10:17:00 AM

2013 has been a year of change and maturity for social customer service. We’re now at the stage where using social media as a customer service tool has become an established part of doing business.

Tweet at any brand and most will respond back to you, publicly and quickly. This represents a major shift in how people communicate with brands, with online communication moving away from private, anonymous, one-to-one channels on a desktop computer, to public, one-to-many channels that are mobile and linked to your real identity through social profiles.


As we step into 2014, our Social Customer Service Year in Review takes an in-depth look at how social media has truly grown and cemented itself as channels for real customer service. In this report we analyze the story of social customer service in 2013, before providing critical insights and predictions for what you can expect in 2014.

Using Conversocial’s Twitter Performance Tracker, we pulled a list of brands with high engagement on Twitter in both the US and UK, analyzing more than the 500,000 social media interactions from November 2012 to November 2013. We looked at overall volume of @mentions, the number of questions needing a response, the response times and overall customer satisfaction. The intelligence gathered through this analysis, provides specific insights that brands should not ignore.

We found that:   

  • Nearly 40% of all Internet activity is now carried out on mobile devices – 2014 is set to be the year that Mobile Customer Service is the #1 Priority
  • Real-time communication is key to social customer service success - 30% of customers expect a response on Twitter within 1 hour
  • Year-on-year overall social media volume has increased, with our analysis showing a great increase in customer dissatisfaction – based on this, are you prepared for an even bigger increase in 2014?

Prepare yourself for what’s to come this year. Download your free copy of Conversocial’s Social Customer Service Year in Review today and gain insights for your 2014 strategy.


Topics: Best Practices, Customer Service

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