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This is the first credible and comprehensive study of its kind on the ROI of Social Customer Service.

Read the executive summary to understand how your company can benefit from:

  • Efficient cost to serve: Social care is almost 63% cheaper than phone support
  • Higher incremental value: Companies see an estimated increase of $945,000+ over a three year period in additional sales
  • Better performance: Social care agents are 167% more efficient than voice agents

READ THE EXEC SUMMARY

Conversocial Total Economic Impact

Conversocial Total Economic Impact

Conversocial Total Economic Impact

Conversocial Total Economic Impact

Conversocial Total Economic Impact

Conversocial Total Economic Impact

"A magical thing that happened was that we were looking for software, and Conversocial ended up helping us create a social strategy and took a role at our social table. They keep us informed on the latest and greatest in tech and offers to be part of beta teams."

—Social care strategy lead, large US airline

Executive Overview

Conversocial commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study examining the potential return on investment (ROI) businesses may realize by deploying Conversocial’s social customer service platform for enterprise users.

To gain comprehensive insight into its benefits, costs, risks and long-term flexibility, Forrester interviewed five Conversocial customers with at least six months of experience using the platform. Analysis of feedback identified key financial benefits as well as potential costs to organizations utilizing Conversocial’s social customer service platform as outlined in the report. Note: Forrester was deliberately conservative in determining the potential return on investment.