While all companies have a duty to respond at a customer's point of need, few industries have more to lose or gain in the social customer service revolution than retailers. It should come as no surprise that the number of customers engaging with brands through social media is increasing drastically, resulting in volumes of interactions that can be difficult to manage.
Thats why we're proud to announce that top US retailers including Coach, Publisher’s Clearing House, NatureBox, and Neato Robotics have recently selected Conversocial to provide a a great customer experience over Facebook and Twitter.
Retailers using Conversocial have already seen the benefits to practicing proper social customer service and we’re excited that more and more companies are jumping on board to do the same. We recently released our case study for our client JackThreads, the Thrillist-owned online men’s shopping community, which highlights the success they’ve seen since they started using Conversocial. The eTailer can process 7-10 times social interactions per hour than they could previously. Their increased efficiency has certainly paid off, yielding 95% positive sentiment--an incredible metric for any brand.
Over the past few months we’ve focused our attention on research that evaluates the social customer service performance of top retailers. This has confirmed the need for retailers to use Facebook and Twitter as support channels for their customers - and many companies are failing to do so.
While some brands have recognized the need for social customer service, some have been slower to adopt social customer service best practices. Last month’s widely-publicized Social Customer Service Performance Report based on Internet Retailer’s Top 500 Guide found that, despite several instances of customer discussion about the brands on social media channels, many top retailers have yet to adopt best practices for social customer service. According to the report, the average response time across all companies - 11 hours 15 minutes - was also much slower than what is now expected: more than 50% of consumers expect to get a response in less than two hours.
Stay tuned for more research over the next few months and hope to announce some more exciting additions to our client list.