Conversocial Releases New Social Customer Service Performance Report

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Analysis of top 100 Internet retailers finds that only half resolve real issues on social media channels.

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Conversocial, the leading social customer service platform, today released its new report, “Social Customer Service Performance Report, June 2013: Internet Retailer Top 100.” The report, which analyzes factors such as time to respond, responsiveness to customers, use of a social media management system and support on both Facebook and Twitter, found that many top retailers have yet to adopt social customer service best practices, despite several instances of customer discussion about the brands on social media channels.

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.”

By contrast, Go Daddy, a leading provider of social customer care, has an average response time of less than 1 hour; and has agents dealing with 200 issues per week.

“The disconnect between consumer expectations and actual response time suggests that most social customer care teams are drastically understaffed, and unable to keep up with demand,” says Conversocial CEO Joshua March. “If your agents have to deal with more than this, it’s a good indication that you are understaffed.”

The report is not Conversocial’s first piece of research—far from it. The best-of-breed platform recently released the second edition of its Definitive Guide to Social Customer Service and has released numerous other findings about how large Business to Consumer brands use social customer service.

The company plans to continue its Social Customer Service Benchmark Reports and invites interested companies to contact them for a personalized report. To download the report, visit Conversocial’s website or click here.

About Conversocial

Headquartered in New York and London, Conversocial continues to expand into the American market. Conversocial has processed more than 330 million customer service interactions on social media and is deployed in more than 20 countries. Companies and organizations such as American Greetings, Barclaycard, Hertz, JackThreads, Net-A-Porter, Publisher’s Clearing House and The University of Phoenix, are using Conversocial's SaaS platform to manage the flow of customer service enquiries and discussions on Facebook and Twitter.

For more information, contact: Mike Schneider, Mike(at)Conversocial(dot)com or Michael Cecil, 212-362-1307, Michael (at)Thunder11(dot) com.

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