As 2017 draws to a close, we thought it was only fitting to reflect back on the year
goneat Conversocial. A lot's happened, be it the recent changes to Messenger as a service channel, or Carter chasing 18 million retweets on Twitter to get a lifetime's worth of chicken nuggets from Wendy's. It's been an eventful year to say the least.
So cheers to 2017, from the Conversocial team to yours we wish you a warm and happy holiday season.
Here's our hot take on the year gone by, inline with our five company values.
- Always go the extra mile to ensure we’re delivering the best service to our customers, in all areas.
2017 has been a highly successful year for many of our customers coming out on top and achieving industry-recognition for their social customer care operations. Leading the way with these accolades are some of our airline customers. Thomas Cook Airlines have just been announced as the 2018 winners of the Customer Service of the Year award after being mystery shopped by the Customer Service of The Year Group. The SimpliFlying Awards For Excellence In Social Media proved to very fruitful for Conversocial clients in the Customer Service category with Icelandair and AlaskaAir ranked amongst Top 3. These awards are aimed to raise the standard of airlines on social media and recognise the best airlines using social for customer care. These are highly esteemed awards so a massive congratulations to Icelandair and AlaskaAir!
We all know that bank holidays are a chaotic travel time in the UK and many train operators face high service volumes during these times also. GWRHelp (Great Western Rail) came out on top as the best overall train operator for customer service on Twitter over the August Bank Holiday weekend with the best aggregate score across inbound volume, response rate, responses under 30 mins and sentiment conversion. Our customers understand the need for speed when it comes to social customer service and strive to be #SocialFirst to deliver the most efficient and seamless customer service experience.
- Focus on performance. Don’t let each other down, hold each other accountable.
- Care about each other as people, not just at work. Friends as well as colleagues.
Here at Conversocial, we strive to build a culture of success and this starts with how we treat each other. We encourage employees to hold each other accountable, challenge each other, and work together to build a greater outcome—building great friendships along the way. When the culture is right, employees can focus on doing the right thing. They can be independent and entrepreneurial. And, most importantly, they can continue to fuel even stronger growth. It’s safe to say that we are a very sociable bunch here at Conversocial and this year has been full of fun, socials, holiday parties and drinks galore!
- Move quickly, with a sense of urgency. If you think you need to do something tomorrow, do it today!
- Keep learning and progressing, and share your learnings with each other
- Be creative and innovative in your role, without waiting to be told what to do.
Throughout the course of 2017, we saw our clients across numerous industries begin promote private messaging as a core customer care channel more than ever before. Empowered by their confidence in Conversocial to help the brand handle an increased volume of customer conversations effortlessly and gracefully, these companies took the initiative to double down on channels most convenient for their customer and most efficient for their contact center teams.
We did our part by taking the initiative to participate in the closed beta of Messenger customer chat, which saw social customer care break into the realm of web chat with a truly compelling value proposition: letting customers begin a conversation via a website, and take the conversation with them via Messenger, untethered from the constraints of traditional web chat.
- Our position in the market is based on being real experts in our industry
- Every one of us needs to know the market and stay up to date. Be active on social media, develop a personal brand, and demonstrate your expertise
Powering some of the most customer-centric social customer care programs in the world, Conversocial has learned quite a bit over the years about what contact center leaders need to drive effortless cross-channel customer service. We’ve seen organizations struggle to measure their effectiveness across social channels due to the legacy of case management in the traditional contact center.
So, we put our expertise to good use this year, bringing to market an industry-first analytics suite called Conversation Case Management - a new resolution management system that builds on top of our ‘Conversation’ threading and combines agent-actioned closures with automation to provide accurate, stable and comparable issue management data that can be measured side by side with channels like email, web chat and voice. It’s a real breakthrough for contact center managers and further exemplifies how messaging is the most efficient and effective customer care channel available.
- We believe that honesty and openness are key to building successful relationships over time—internally and externally.
- Every one of us should act in the best interests of the company—but we can only do that if everyone has as much complete information about the business as possible.
We work with many brands who use CSAT (Customer Satisfaction) or NPS (Net Promoter Score) as metrics to gauge customer delight and loyalty across channels. These brands lead with integrity with a truly customer-centric approach, measuring themselves by how satisfied and loyal their customers are. So, in October we were proud to launch CSAT and NPS surveys for Twitter DM and Messenger, yet another industry-first. Since launch, our customers are seeing an average response rate of 45% to #CSAT surveys and an average response rate of 40% to #NPS surveys via Messenger; that’s +3X higher response rates than email!