New York, NY (PRWEB) July 30, 2013 -- Conversocial, the leading social customer service platform, announced today the addition of top retailers like Coach, Publisher’s Clearing House, NatureBox and Neato Robotics to its client list.
The number of customers engaging with brands through social media is rapidly increasing, creating a volume of interaction that is unmanageable for many companies. According to Conversocial CEO Joshua March, the platform is purposefully built to tackle this issue: by enabling real-time collaboration and management of social media communications, companies can deliver the best possible customer service experience.
“Whether your customers are in-store or online, they expect quick resolution of their questions and issues,” says March. “Delivering a great customer experience over social channels will protect your brand and increase customer value.”
Retailers using Conversocial have already seen the benefits of practicing proper social customer service. The company recently released a case study of their work with JackThreads, the Thrillist-owned online men’s shopping community. JackThreads began to use Conversocial in 2012, allowing the team to handle 7-10 times more social interactions per hour. The company has since reduced average response times to under an hour. An astounding 10% of JackThreads’ customer service interactions now take place on social media, and that volume has seen a growth rate of 5% week to week.
Realizing the need for retailers to use Facebook and Twitter as support channels, Conversocial has also begun to publish industry-specific research that evaluates the social customer service performance of top retailers. Last month’s widely-publicized Social Customer Service Performance Report based on Internet Retailer’s Top 500 companies found that, despite several instances of customer discussion about the brands on social media channels, many top retailers have yet to adopt best practices for social customer service. 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.
Conversocial helps to bridge this divide, benefiting both customers and businesses.
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.
Michael Cecil, 212-362-1307, [email protected]
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