Conversocial Releases Twitter Customer Service Performance Report of Los Angeles Retailers

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Report shows only 15 percent of Los Angeles retailers resolving customer issues through Twitter.

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Conversocial, the leading social customer service platform, released their Twitter Customer Service Performance Report for Los Angeles Retailers last night at a private dinner in Malibu. This is the third report of its kind, with previous reports focusing on the top 100 internet retailers in the nation and on California retailers at large.

The Los Angeles report used a star rating system similar to that of the previous reports, basing its ratings on factors such as response time, responsiveness to customers, use of social media management systems, and whether companies were resolving issues in-channel or redirecting customers to email or phone. The report focuses exclusively on Twitter. Although customers should be heard on whichever networks they choose, Conversocial found that focusing on Twitter alone enabled both clearer and fairer results.

The highest score was only 3.5 stars, with none of the retailers in the report receiving 5 stars. The average number of stars received (2.1), however, was similar to the national (2.13) and the California average (1.99).

While all of the brands in the most recent report responded to customer Tweets in some capacity, only 15% were resolving individual issues through Twitter--compared to the 50% of the 100 Top Internet Retailers surveyed in June.

The rest of the Los Angeles retailers were only answering simple FAQ questions but not resolving more detailed customer queries and/or directing customers to other channels. The average response time across all companies - 11 hours 23 minutes - was much slower than most customers expect (according to a recent survey by Edison Research, 42% of consumers complaining via social media expect a response within 60 minutes).    

“Consumers more than ever expect real and rapid social customer service. Platforms like Twitter are real-time, and responding slowly to customer issues - or not resolving them at all - upsets your customers in the most public sphere possible,” says Conversocial CEO Joshua March. “How people communicate with each other, and with brands, is changing more rapidly than ever before - and it’s essential that companies embrace social as a key communication channel with their customers, not just a marketing platform.”

Conversocial plans to continue its Social Customer Service Benchmark Reports and invites interested companies to contact them for a personalized report.

You can download the report at http://conversoci.al/LA-Report.

Companies included:
1) Beachbody
2) JustFab
3) Lamps Plus
4) Dollar Shave Club
5) MeUndies
6) ShoeDazzle.com
7) 7 for All Mankind
8) Disney Store
9) Ties.com
10) OUYA
11) Sena Cases
12) Club W
13) Hot Topic
14) HauteLook
15) Lacoste
16) Jeans
17) GameFly
18) Nasty Gal
19) Skechers
20) Sole Society
21) Michael Stars
22) Splendid
23) K-Swiss
24) Unique USA
25) Modnique
26) Bebe
27) The California Wine Club
28) Speedo USA
29) Mattel
30) Planet Blue
31) Guess
32) Niner Bikes
33) Urban Decay Cosmetics
34) Wet Seal
35) Naked Juice
36) Lucky Brand Jeans
37) Tadashi Shoji
38) BCBG
39) Tilly’s
40) AMI Clubwear

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 inquiries 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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Alan Grabinsky

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