Welcome!

News Feed Item

Companies Must Crack ‘Social’ Customer Service in Order to Survive

A Forrester study*, commissioned by the leading social customer service platform Conversocial, reveals a lack of ownership and understanding of social media within organizations that could see brands fall behind in the overall customer service stakes. Over half (67%) of companies interviewed believe that social customer service is growing in importance and is the most pressing short-term priority for contact centers in the US and UK. However, only 33% of the social customer service solutions being used by those interviewed were actually selected by the customer service team, with the rest being obtained solely for marketing purposes.

Today’s social media users are more demanding than ever of the brands they know and love when it comes to customer service over channels such as Facebook and Twitter. As the social landscape evolves, customers are moving away from traditional communications methods such as email and phone, and expecting more from the conversations they are having on social networks. However, the power struggle between the marketing and customer service departments means that there is currently a disconnect: businesses are failing to put the right technology in place to support the complex needs of social customer service.

Here’s what the social customer landscape currently looks like:

  • Between 2009 and 2012 the number of customers using Twitter for customer service has doubled to 22%
  • However, people still rate their experiences via phone, websites, emails, IM/ SMS over using social channels such as Twitter and Facebook as a result of poor social media management
  • People are more satisfied with their experiences on the phone, via email, or even going to the FAQ section of a brand’s website than through Twitter or Facebook
  • 35% of social customer service agents have to restart the conversation with a customer for every single interaction because they don’t have a record of conversation history

Conversocial Founder and CEO, Joshua March commented: “Businesses need to realise that social doesn’t just sit with your marketing team anymore. Social media is a primary customer service channel alongside email, phone and chat. Our platform alone handles more than 200 requests per minute and 275,000 requests a day, so brands cannot neglect these channels. We believe that marketing and customer service departments should work more closely together. But this comes through real human relationship – not by siloing social media into a single tool that doesn’t allow customer service to reach its full potential.”

Delving further into the key differences between all-in-one social media management tools and dedicated customer service platforms, the report found that 45% of users of dedicated customer service solutions (such as Conversocial) rated the productivity and efficiency of their agents as ‘Excellent.’ This compared to those using free solutions (10%) and more general social media management solutions (8%) where customer service effectiveness was much lower.

Clare Wilkerson, Head of Multi Channel Strategy at Direct Line stated: “There are many aspects of social media that make it different from traditional service channels, the biggest being that it’s so public! However, when a customer reaches out for help they don’t care about the channel, they just want a great service experience. Dedicated solutions allow customer service teams to do what they do best…serve the customer.”

* In partnership with Conversocial, Forrester Consulting administered a survey to 159 senior contact center executives with headcounts ranging from 100 – 5000+ agents to better understand how dedicated social customer service solutions compare to marketing’s social media management solutions (SMMS). The survey was distributed across retail, travel, consumer finance, telecom and utility companies.

About Conversocial

Conversocial is a cloud solution that enables businesses to manage social media as a large-scale customer service channel. Hundreds of major brands use Conversocial in the contact center to handle high-volume customer service through social media in the most efficient and secure way possible. We cut through the noise of social media to automatically identify and prioritize customer service issues, with natural language processing that adjusts to specific industry needs.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
Using new techniques of information modeling, indexing, and processing, new cloud-based systems can support cloud-based workloads previously not possible for high-throughput insurance, banking, and case-based applications. In his session at 18th Cloud Expo, John Newton, CTO, Founder and Chairman of Alfresco, described how to scale cloud-based content management repositories to store, manage, and retrieve billions of documents and related information with fast and linear scalability. He addres...
For basic one-to-one voice or video calling solutions, WebRTC has proven to be a very powerful technology. Although WebRTC’s core functionality is to provide secure, real-time p2p media streaming, leveraging native platform features and server-side components brings up new communication capabilities for web and native mobile applications, allowing for advanced multi-user use cases such as video broadcasting, conferencing, and media recording.
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at Cloud Expo, Ed Featherston, a director and senior enterprise architect at Collaborative Consulting, will discuss the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
Aspose.Total for .NET is the most complete package of all file format APIs for .NET as offered by Aspose. It empowers developers to create, edit, render, print and convert between a wide range of popular document formats within any .NET, C#, ASP.NET and VB.NET applications. Aspose compiles all .NET APIs on a daily basis to ensure that it contains the most up to date versions of each of Aspose .NET APIs. If a new .NET API or a new version of existing APIs is released during the subscription peri...
SYS-CON Events announced today that 910Telecom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Housed in the classic Denver Gas & Electric Building, 910 15th St., 910Telecom is a carrier-neutral telecom hotel located in the heart of Denver. Adjacent to CenturyLink, AT&T, and Denver Main, 910Telecom offers connectivity to all major carriers, Internet service providers, Internet backbones and ...
DevOps at Cloud Expo, taking place Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long dev...
Amazon has gradually rolled out parts of its IoT offerings in the last year, but these are just the tip of the iceberg. In addition to optimizing their back-end AWS offerings, Amazon is laying the ground work to be a major force in IoT – especially in the connected home and office. Amazon is extending its reach by building on its dominant Cloud IoT platform, its Dash Button strategy, recently announced Replenishment Services, the Echo/Alexa voice recognition control platform, the 6-7 strategic...
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...
Akana has announced the availability of version 8 of its API Management solution. The Akana Platform provides an end-to-end API Management solution for designing, implementing, securing, managing, monitoring, and publishing APIs. It is available as a SaaS platform, on-premises, and as a hybrid deployment. Version 8 introduces a lot of new functionality, all aimed at offering customers the richest API Management capabilities in a way that is easier than ever for API and app developers to use.
Kubernetes, Docker and containers are changing the world, and how companies are deploying their software and running their infrastructure. With the shift in how applications are built and deployed, new challenges must be solved. In his session at @DevOpsSummit at19th Cloud Expo, Sebastian Scheele, co-founder of Loodse, will discuss the implications of containerized applications/infrastructures and their impact on the enterprise. In a real world example based on Kubernetes, he will show how to ...
Personalization has long been the holy grail of marketing. Simply stated, communicate the most relevant offer to the right person and you will increase sales. To achieve this, you must understand the individual. Consequently, digital marketers developed many ways to gather and leverage customer information to deliver targeted experiences. In his session at @ThingsExpo, Lou Casal, Founder and Principal Consultant at Practicala, discussed how the Internet of Things (IoT) has accelerated our abil...
With so much going on in this space you could be forgiven for thinking you were always working with yesterday’s technologies. So much change, so quickly. What do you do if you have to build a solution from the ground up that is expected to live in the field for at least 5-10 years? This is the challenge we faced when we looked to refresh our existing 10-year-old custom hardware stack to measure the fullness of trash cans and compactors.
SYS-CON Events announced today that Isomorphic Software will exhibit at DevOps Summit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Isomorphic Software provides the SmartClient HTML5/AJAX platform, the most advanced technology for building rich, cutting-edge enterprise web applications for desktop and mobile. SmartClient combines the productivity and performance of traditional desktop software with the simp...
The emerging Internet of Everything creates tremendous new opportunities for customer engagement and business model innovation. However, enterprises must overcome a number of critical challenges to bring these new solutions to market. In his session at @ThingsExpo, Michael Martin, CTO/CIO at nfrastructure, outlined these key challenges and recommended approaches for overcoming them to achieve speed and agility in the design, development and implementation of Internet of Everything solutions wi...