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Insight from last year’s Top 10 Tweets at the Social Media for Customer Service Summit

Anthony Thomas
By Anthony Thomas on Oct 14, 2013 10:25:00 AM
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At Conversocial we’re excited to be the headline sponsor for this year’s upcoming industry leading event: the Social Media for Customer Service Summit held in New York on October 22-23rd.

Our CEO Joshua March will be delivering the keynote alongside Daniel Balistierri, Vice President, Global Service and Experience at Mastercard Worldwide.

Be sure to stop by the Conversocial booth to meet some of our social customer service experts and receive some great Conversocial swag. 

Even if you’re unable to attend, tune into the event’s hashtag #CSMCS for some valuable insights into how social customer service can benefit your brand.

Below, we’ve outlined the best Tweets from 2012’s NYC summit: 

The Expectant Social Customer

At last year’s summit, AVG’s Jas Dhaliwal summed up the expectations of those using social media for customer service very clearly: they have higher expectations.

Edison Research found that 42% of consumers complaining in social media expect a response within 60 minutes. Compare this to the average response times in our Social Customer Service Report of 100 Top Retailers - 11 hours and 15 minutes – and it’s clear that many top brands still have more to do to meet consumer expectations.

When response times by e-mail can average 2.5 days, compared to only a few minutes on social media, it is clear to see why customers are choosing to use social media.

Social Customers Provide Great Feedback

Because social media allows you to be proactive with customer service by searching for mentions of your brand that are not necessarily directed at you, it’s a great way to get some additional feedback from your customers.

Brands such as the Four Seasons and UK train operator First Great Western are using social media to identify service issues to ensure they are fixed as soon as possible.

For others, such as JetBlue and McDonalds, it provides an opportunity to understand customer satisfaction at the individual product level, allowing them to instantly identify supply chain issues as they arise.

Use The Best Social Customer Service Agents

To meet customer expectations on social media it’s important to have the right people on the front lines. For this, training your agents is key.

In addition to training it’s important to ensure you utilize agents with relevant skills and characteristics. In particular, agents should have good judgment and be trusted to respond appropriately in a calm and collected manner.

Reaping the Rewards of Happy Social Customers

For brands that deliver great social care there is an opportunity to turn detractors into brand advocates, prevent customer attrition and increase sales.

With 200 top brands attending this year’s summit we look forward to hearing how everyone is using this fast growing service channel to deliver great social customer service.

Are you attending this year’s Social Media for Customer Service Summit?

If so, let us know which brands you’re looking forward to hearing speak at the summit in the comments below.

Topics: Customer Service

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