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Facebook is the Preferred Customer Service Channel, Reports Conversocial

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Facebook is the Preferred Customer Service Channel, Reports Conversocial

December 21, 2012
By Carolyn J Dawson
TMCnet Contributor

Conversocial has released the results of its latest research, which measured the customer comments to major U.S. retailers on Facebook (News - Alert). The report titled, “Facebook and Social Customer Service: A Retailers Year End Review” has evaluated the volume of customer service-related posts to the top 10 ranked U.S. retailers’ Facebook during the period of Thanksgiving and Cyber Monday (News - Alert) for 2011 with 2012.

According to the report, the 10 major retailers reported an increase of nearly 495 percent in customer communications over Facebook.  Some major retailers like Target and Best Buy (News - Alert) recorded an increase of nearly 4250 percent and 4970 percent respectively.

The study was carried out by Liel Leibovitz, Assistant Professor of Communications at New York University. In a statement, Leibovitz said, "Our research proves what most people who pay attention to social media probably intuited, namely that platforms like Facebook and Twitter (News - Alert) are rapidly becoming prominent means of communication between consumers and corporations."

There is a rising requirement for customer service offerings through social media channels. Conversocial has therefore unveiled its enhanced enterprise-level software, “Enterprise V2.” Organizations can now introduce social media into their contact centers in a proficient manner with the dedicated software offering, Conversocial Enterprise V2. The enhanced version features sophisticated prioritization, message approval workflow and custom-designed analytics for customer service agents’ business hours.

Joshua March, CEO, Conversocial, said, “The surge in customer service issues moving from traditional to social media channels makes it essential for businesses to prioritize tools and build teams trained in social customer service. After speaking with many of our leading clients on the state of the market - several who have gone from teams of four social agents a year ago to now over 40 full time -- we believe that over the next two to three years this will grow 10x as social starts to replace traditional web channels like email. Contact centers in the near future will require hundreds of social agents, making it the most important service channel after the phone."

Easily implementable software ideal for large-scale organizations with intricate workflow chains is offered by Conversocial Social Customer Service platform. Businesses can therefore negotiate enormous volume of customer service interactions on the social media rapidly and proficiently.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Rich Steeves
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