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Luke Duffy

Analytics are a key part of any social operation, in fact they’re a key part of any customer service/marketing operation, period. If you’re not utilising the right analytics in the correct way, you’re falling short of your competitors. They’re not a nice to have, they are integral for tasks such as resourcing correctly, managing agent performance and even things like reporting/managing the success of a trial you may be running within your team.

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Improved Analytics - more metrics, more ROI

By Luke Duffy
Jan 6, 2016 6:38:12 AM
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Tesco is a giant. Not only is it the biggest supermarket chain in the UK (with over 7,800 stores worldwide), it is also one of the biggest retailers in the world.  Being the third largest retailer by profits and the second largest by revenue makes Tesco’s operations mammoth.

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Jingle Bells, Tesco Rocks, Social’s Here to Stay - Tesco’s Social #CustServ #SocialFirst

By Luke Duffy
Dec 22, 2015 9:38:03 AM
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You know that piece of ripped, brown material that slightly resembles a bear - the one which your Mum gets out every time she meets one of your friends? Well once upon a time that was your favourite thing in the world. You'd never leave a room without it, let alone the house. Washing it was a big no-no as the smell comforted you, it made you feel safe. Nobody could ever understand how much you loved your little bear and nobody ever would. It was all you cared about in the first few years of your life. 

So imagine if one day you were lying in your cot and it wasn't there. Without the ability to talk or communicate concisely, how would you ask Mum where it is? You start to panic and furiously start rummaging around your cot. Maybe it'll be on the floor you think, you cry and wait for Mum to find it for you. "I'm sorry little one, baby lamb had to be thrown away. It was just too ripped and tatty to be kept any longer" - you don't need to understand every word - you just know your best friend is gone.

That's exactly what happened with one of our customers a few months back and immediately, the social customer care team's heart strings were understandably tugged. The Mum felt guilty as her baby just couldn't rest - he wanted his baby lamb back no matter what. So the team intervened. We got the details of the comforter - it was a product in our Chad Valley range. Perfect we thought, an own brand product shouldn't be too difficult to get hold of. A simple stock check, maybe a store transfer and we were onto a winner? Nope; discontinued. Groan. We need to sort this.

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Does your service team deliver limitation-free resolutions?

By Luke Duffy
Jun 24, 2015 7:46:00 AM
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