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Managing a Social Customer Service Team With Conversocial

Marie Rose
By Marie Rose on Sep 12, 2012 3:48:00 PM

In order for a growing social customer service team to run smoothly, management is key. Conversocial can help you keep track of performance so that your team can deliver the best social customer service possible.

As social customer service manager, it’s important to organise your team effectively and keep track of their performance. We help you to do this in a number of ways

Tracking team performance with Conversocial:
  • Setting team permissions within Conversocial allows you to organise the authorizations and roles of your social media team to reflect the internal structure of your company. Control everything from visibility of different social channels to access to certain features, such as publishing tools or analytics. Trick: Setup a ‘trainee’ role for new agents, restricting their ability to post out replies before these have been approved, to help with training processes.
  • Managers can easily collaborate  and delegate within Conversocial by assigning tasks to various team members. Instructions can be given through internal private notes, and team members will have the option of assigning customer messages between themselves. This ensures that customers get the right information as quickly as possible. Tip: Keep track of which posts are waiting for a response by using the “Assigned to Others” option.
  • Conversocial helps you keep track of your team by leaving an audit trail as they work. Each post is labelled with the name of the agent and the time in which the reply was given, allowing managers to easily see who’s responding to messages and how quickly. Tip: A Complete record of agent activity is available in the data export. When you’re reviewing customer service responses for quality checks, identify any training needed for particular team members.
  • Keep track of the performance of each of your agents through Conversocial’s analytics. Here you can review overall responsiveness and compare agents’ individual reply rates and response times.  Trick: If you see a dip in responsiveness, check whether it’s a resourcing issue. Conversocial’s incoming messages measurements reveal any disparity between customer demand and your team’s working hours.

Conversocial Pros – got any tips and tricks to share on how your respond to customers? Let us know in the comments below.

If you’d like to learn more about using Conversocial to keep on top of your social conversations, get in touch! Just drop an email to support@conversocial.com or tweet@Conversocial and one of the team will be more than happy to help.

Topics: Best Practices, Customer Service, Technology

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