Conversocial is a leading provider of cloud-based social customer service solutions. This enterprise-class platform helps global brands revolutionize customer experience, enhance agent productivity and improve operational efficiency by managing the flow of customer service inquiries and discussions on social media channels such as Facebook, Twitter, Google , Instagram and YouTube.
2017 was the year that social customer service grew up. It got swept up in it’s own digital journey, evolving into a hybrid which we now deem to be ‘Digital Customer Service.’
But what does this mean in terms of a customer service offering? Well, put simply, all it entails is for a brand to be able to provide effortless and scaled supportin digital arenas like Facebook Messenger, WeChat and Twitter.
Digital customer service is a welcome development for today’s “always-on” generation, who are more mobile and digitally-driven than ever before. Evolving customer preferences are tightly linked to innovations in digital technology and brands should embrace both in order to keep pace with heightened expectations. Customers want businesses to hear, understand and appreciate them. Investing directly into a digital care strategy ultimately means placing an emphasis on prioritising customer needs, preferences and support; which in turn can lead to an enhanced customer experience, boosted satisfaction and contribution to a more cost effective customer service operation.
What can brands do to deliver great digital care?
It is time for brands to open the door to a fully-embraced digital engagement strategy. Providing digital customer care is now recognized as a priority focus for customer interaction, loyalty and retention. Digital innovation, and channel adoption, are now key drivers of brand longevity; yet, you will often find businesses struggling to successfully promote digital care as their primary channel for brand engagement and resolution due to a number of obstacles.
The State of Digital Care in 2018 addresses the key consumer behaviours and trends impacting the state of digital customer service in 2018, laying out best practices for ensuring your brand is delivering in-the-moment resolutions, at scale, to drive profitable and lasting relationships over social and digital channels. In this report, you will understand why:
Over half of respondents (59%) still prefer a human resolution to that of a bot
81% of respondents have higher digital care expectations today then they did a year ago
63% of respondents cited a good digital care experience as very important to their brand loyalty
Have a read right here to help you overcome common, digital customer care challenges and become a digitally mature customer focused brand!
Last year, the customer service industry was rife with talk of chatbots and AI. Whilst these developments further the ability for brands to offer efficiency at scale, channel adoption is still a key driver to digital care success. This year, brands should be taming both technologies and platform expansion, organizing their digital support around tentpole platforms like Facebook Messenger.
Digital support, one could say, is finally coming of age, but challenges still abound. Here’s what’s just around the corner in 2018.
1. Messenger support will dominate
Messaging apps are the new kings of mobile. The big four messengers already surpassed the big four social media apps back in 2015 and they’re becoming the default form of digital communication. Brands realize this, consumers realize this, and the big messaging apps are scrambling to connect the two.
Facebook Messenger recently launcheda website integration to allow brands to offer online support. WhatsApp has announcedits own business app, and Facebook released a new ad unit that allows customers to jump directly into a WhatsApp conversation with the business. Already, TechCrunch reports that over one million Facebook business pages list WhatsApp numbers for support.
Messenger and WhatsApp now boast over 1.3 billion users each and unlike most big social media sites, are still growing (WeCaht also just reached one billion monthly users). When polled,54 percent of consumers say they prefer new messaging channels for support. In 2018, “call our support” has transformed into “message us.”
This year, customers will expect ever more convenience from brands. As the world goes mobile, consumers no longer compare businesses to their competitors – they compare them to the seamless experiences they’re accustomed to on their smartphones. All businesses are now, in a sense, neighbors with Google, Facebook, and Amazon, and have to reach the same high bar of excellence.
Nowhere is this effect more pronounced than with customer service. Every interaction deeply impacts the customer’s overall impression of the brand and it takes many positive experiences to make up for a negative one. In 2018, expect to see marketing and customer service departments grow closer than ever as it becomes clear that one cannot succeed without the other.
3. Brands will seek customer experience (CX) designers
Customers expect speed, convenience, and security. In 2018, it’s going to take customer experience (CX) designers to deliver it.
Seventy-five percent of customersexpect help within five minutes. Help really cannot come fast enough, and the best support calls are the ones that never happen. This year, customer support organizations will play a larger and larger role in product design, leveraging their vast troves of customer feedback data to create better experiences that need less support. CX will be a competitive differentiator and brands will vie to attract top CX talent.
4. Data privacy laws will tighten further
Last year, GDPR scared marketers everywhere as the world seemed to turn back against the free and open use of consumer data. Expect more in 2018. Consumers are weary of incessant data breaches and general sentiment has soured on data collectors and processors (read: almost every company).
Brands – European and otherwise – have until May 25 of this year to comply with giving consumers the power to request access to their data and to delete it. Customer support teams must also train their teams on the switch. Agents will have to field untold troves of calls asking questions about the new data opt-in measures and they’ll have to know how to help consumers access and delete their data.
In the eyes of European regulators, data is a type of personal currency that consumers retain the rights over. This marks the first year where many brands learn to earn it.
5. IoT and blockchain will create supply chain transparency
Consumers may one day look back and laugh at the idea that anyone would ever call support to ask, “Where is my package?” In 2018, that shift is well underway. The cost of tracking devices has fallen to the point where it’s economical to chip just about everything. We’ll see this shift in everything from logistics operators like FedEx, UPS, and, increasingly, Amazon, to air carriers.
Delta Airlines, for example,uses RFID tags to allow consumers to track their bags not just by flight stage, but down to a pinpoint on a map. IBM is using blockchain ledgers to help companies open their supply chains to the public. And the success of online retailer Everlane – famous for publishing the cost and profit margin of its clothing – proves that today’s consumers are hungry for more transparency. This year, technology will fill their plates.
6. AI will turbocharge agents, not replace them
The era ofAI hype is finally drawing to a close and enterprises can implement algorithms without overdue fanfare. Though AI is expected to clip38-47 percent of jobs within 50 years, it will first transform existing ones, and create new roles. In 2018, we’re already seeing this happen.
In customer service, AI will give agents a turbo boost and make them far more effective at their jobs. Gartner reports that by 2020, 85 percent of all brand-customer interactionwill be automated. These interactions are largely the monotonous, routine questions and information lookups that, today, consume the majority of agents’ time.
AI chatbots will serve customers by prequalifying issues and, if necessary, escalating to a live agent. Chatbots will also serve agents as digital assistants, suggesting responses to customers and looking up information like receipts or transaction histories. AI is here, but for now, it’s only a human enhancement.
Not long ago, many brands began burying their contact information behind interactive FAQs.
This design, while effective at deflecting issues, can also make needy customers upset. It has inspired services like GetHuman, which reveals brands’ contact information, and fueled consumer's top complaint: not being able to speak to a human. This is bad business. If your team has invested in social care, you’re directing customers away from their favorite (and your most effective) channel.
Here are three steps to rectify things:
1. Feature social support prominently
Every year Sawhorse Media holds the Shorty Awards which honor the best brands on social media. If last year’s nominees for best customer service are indicative of the broader market, only 30 percent of companies providing noteworthy social care actually list social as a support channel on their contact page.
The remaining 70 percent probably spend vastly more on support – perhaps as much as 6 times more per transaction. This is also to say nothing of the fact that agents using social care provide faster responses and make consumers happier than legacy channels. Brands that omit social care and its superior ROI are leaving money and positive reviews on the table.
2. Earn buy-in from key stakeholders
Now, if your social support team owns the website, you can make the changes and that’s that. But at most companies, building a social contact page is a cumbersome process and requires input from other teams. Marketing will likely have design input. The web team may be busy fighting a giant backlog of requests. And if legal needs to be involved, the initiative may grind to a halt.
To make the changes your team needs, you’ll need to show other teams the money by doing a little internal marketing.
Build a business case using internal and external data: How has your team saved money since implementing social care? How have other support teams fared in comparison? Include an abbreviated version of these benefits in your request to update the contact page.
Research by Forrester found that companies studied saved an average of $1.5M over 3 yrs with 83% cheaper interactions for $54k lower costs when using Conversocial.
If you can demonstrate why it should matter to the business, to the teams involved, and to the individuals who comprise those teams, your team’s request is more likely to be taken seriously. If you get the green-light to make changes, have your wish list ready.
3. Hand them this wishlist
Without clear instructions, the web team may build a page without considering the needs of the customer. This is exactly what you don’t want. You also don’t want the project to become stalled while you back and forth.
Provide a blueprint that defines your expectations and goals. Here are some starting points:
Mobile optimization matters - Almost 80 percent of mobile consumers stop engaging with content if it displays poorly on their device. Use responsive web design and include deep links which direct mobile users straight to your support page within their chosen social app.
Bigger is better - Make images, copy, buttons, and menus larger on mobile so they’re easy to tap on a tiny screen.
Guide with graphics - Web visitors like to scan pages and they’ll be turned off if your contact page is a wall of text. Use graphics, symbols, and simplicity to draw users’ attention to your support channels.
Use typography to guide users - Use varying styles and font sizes to help visitors scan more quickly.
It is often said that ‘sorry’ is the hardest word to say. However, looking at some social media channels, it seems to be the easiest thing to say. Over and over, we see the word ‘sorry’ flooding our social feeds from companies and organisations. But is it always necessary?
As a customer service agent, there will always be a time and a place to say sorry to a customer. Maybe a mistake has been made by the business – a delivery hasn’t made it on time, your baggage has been lost, you’ve been overcharged for your phone bill. Or maybe the customer has just had a terrible experience – a rude salesperson, misinformation from a website, waiting months for a refund. In these kinds of cases, it’s absolutely the right thing to apologise and make it right for the customer.
However, apologising isn’t always the right thing. Yes, the customer may be unhappy, and yes, the agent still has to find a resolution. But what about when it is a result of a decision made by the business? Often, a company will make a decision, change its policy, or have rules in place that will make some people unhappy. But why should a representative of the business apologise for that decision? It ultimately puts the agent on the back foot and makes the business look a lot weaker as it’s having to be defended and apologised for.
Apologising is also a very passive action to take. It doesn’t actually do anything, apart from perhaps trying to soothe the customer and enable the agent to get past the issue more quickly. Action always speaks louder than words, which is why finding that individual resolution for an unhappy customer will get more results. It will also turn those customers into better advocates for your brand. Things go wrong and mistakes are made, but it’s how it is handled that will bring customers back again and again, and to recommend you to friends and family.
So, the next time you want to say sorry, maybe find a better word instead. Here are my top three practical best practices, from working with 100s of social care brands, for avoiding the word 'sorry':
Give your agents some time to think of 10 different ways of replying to popular issues without mentioning the word ‘sorry’.
Allow your average handling time to go up by 30 seconds for a few months. Allow the agents time to think and review their responses without the pressure of targets.
Breaking the habit is the most difficult thing to do, especially if agents have handled conversations from more traditional channels. Give constant feedback and allow time for these changes.
Ensure you're delivering in-the-moment resolutions, at scale, to drive profitable and lasting relationships over social and digital channels. Request a platform overview here.
While telecommunication companies are the vanguard of sleek, modern digital communication, underneath they are weighed down by vastly complex organizational structures. Many operate both fixed-line as well as wireless networks, with both business and consumer audiences, domestically and internationally. They have incredibly complicated product offerings and backend support systems reliant on armies of engineers, and yet must package these offerings into a simple menu for customers. Regulations treat these public companies akin to utilities, hampering their ability to respond nimbly, and most have a long trail of legacy systems inherited through divisions and acquisitions.
This environment places a heavy burden on their support organizations, as their agents must navigate multiple, simultaneous and occasionally overlapping software systems, seek the help of subject matter experts, and appear as one united organization in what often feels like a conglomerate. As a result, resolving customer issues can be expensive and time consuming. Under these circumstances, the support organizations themselves may crave the same simplicity that consumers do.
That's why, considering the unique market issues they face, laying the foundations for social care success was business critical for Openreach.
Traveling can be stressful at times, right? And the nature travel means you are always pressed for time. For the always on the go traveler, digital is fast-becoming the favored channel for resolution. Beyond simply solving customers’ problems, digital channels offer a unique way for airlines to actually enhance the travel experience. When managed properly, a service experience is quick, in-the-moment and personalized. The benefits also ring true for airlines, with digital care often being both more efficient and ROI positive compared to traditional service offering.
With our recently released Airline Benchmark Report, we thought it was only fitting to create an infographic to showcase our main findings of the customer service performance of 20 North American and EMEA airlines on Twitter. Here it is!
So, there you have it! These are our top three takeaways from the infographic that will help your airline take off to the heady heights of success:
1. Industry Responsiveness is Soaring
Airlines are waking up to the fact that providing a great service to their digital passengers will give them a competitive advantage. The industry average responsiveness now lies at 25.23% which is a 4.23% increase comparatively to 2016. EMEA carriers are piloting the way when it comes to responsiveness, led by @EtihadHelp with a responsiveness just over double the industry average at 50.5%. How responsive an airline is over digital is critical to demonstrating the viability of that channel to travelers.
2. Speed Matters
Speed of response is a key driver of customer satisfaction which means that on digital channels, the Average Response Time (ART) should be swift, efficient and consistent. American carriers are clearly piloting the way in terms of ART with an average length of 20mins 1sec comparatively to EMEA airlines which check in at 1hr 41mins. @JetBlue takes first place globally in speed to respond, with an impressive 4mins 50secs mean response time. Issues with travel are often in the moment; therefore, a response must be in real time in order to serve the fast-paced demands of the traveler. Digital care teams that are able to provide both a seamless yet fast service, will be the ones to reap the rewards with increased brand advocates and equity on digital.
3) The Landscape of Airline Customer Service
A successful growth strategy for any airline should now position customer service, on digital channels, as business critical. The fact that Simpliflying found 43% of airlines to cite delivering customer service via social media as their top priority for 2018, is homage to the ongoing signal of the market maturation of digital care. Now, more than ever it is becoming increasingly pertinent to serve your passengers in a timely, effortless and scaled manner on digital. Airlines like @VirginAmerica are doing it right. They outplay every other global airline by responding to 99.7% of customer queries in under an hour. Yet, on the other hand, @FinnairHelps are lagging way behind at just 29.2%. Airlines that consistently resolve customer issues in a timely manner are positioning themselves as reliable, mature digital brands, and will see increases in their customer satisfaction, retention and brand reputation.
Few experiences are quite as stress-inducing as travel. Travelers who need support are often sleep-deprived, homesick, short on time, or suffering from a deadly combination of all three.
They need help fast. But when airlines can’t handle spikes in support volume–often because of outdated technology–they push those customers to the breaking point.
What can airlines do? Focus on experience. And in the future, more and more technology can help them do that.
Five predictions for the future of airline support:
1. Digital messaging will become the standard
The single most reliable predictor of customer loyalty is reduction of effort. For travelers who always have their mobile devices handy, there’s nothing more convenient than social, SMS, and messaging apps.
Conversocial’s recently published Airline Benchmark Report found that travelers prefer these channels. Customers can both engage the airline and complain about delays to a spouse in the same breath (er, tweet) and get help then and there. Expect brands to invest much more in social and mobile support this year.
2. Phone support will dwindle
Every minute counts for air travelers who often can’t afford to wade through interactive voice response (IVR) systems. These are difficult enough without the din of airport announcements or hassle of crowds.
As social, messaging, and SMS continue to gain prominence as speedy, one-on-one support channels, customers are unlikely to reach for phone support. Airlines should be prepared to meet them on their channels of choice.
3. Self-service will get more respect
The airline industry is no stranger to self-service. It’s now commonplace for passengers to use self-service kiosks to check bags, choose seats, and print boarding passes. Many customers even prefer it. The Harvard Business Review reports that four out of five customers actively seek out self-help before seeking an agent.
Social care forerunner KLM Royal Dutch Airlines gets it. They’ve combined their self-help and social strategies so passengers can confirm flights, check in, change itineraries, and get boarding passes directly from Facebook Messenger or Twitter DM.
Self-service options offer brands serious cost-savings while giving customers better tools. Airlines that properly deploy do-it-yourself assistance will likely pick up more than their fair share of passengers this year.
4. Artificial intelligence (AI) will make support faster
As customers increasingly look to solve their own problems, AI can help. Of the 80 percent of global enterprises already using some form of AI, database provider Teradata reports that 30 percent plan to expand their investments.
These companies aren’t looking to remove humans from the equation. Rather, they defray costs by using algorithms to assist customers and support agents. Research suggests AI can currently tackle around 30 percent of routine inquiries and processes, and unlike agents, can easily scale to handle spikes in support volume.
Airlines will more fully digitize the VIP flyer experience so that elite rewards members get what they’ve paid for, no matter where they seek assistance.
Agents armed with digital care platforms will do a better job of identifying VIPs on social and treating them accordingly. They’ll better track their praise and participation, and better steward their experience as they take to the skies … and perhaps surf social while they’re up there.
Last year we looked at how delivering effort-free customer experiences was the driving force behind the change in customer expectations. Whilst delivering effortless customer service is still critical to delivering seamless customer experiences, a lot changed in 2017 also. The digital customer service landscape evolved significantly, truly undergoing its own digital transformation. The maturation of social care has given rise to the natural evolution of the term ‘Digital Customer Service’, which is where we find ourselves as we start 2018!
With a more all-encompassing approach to to customer care, digital customer service simply means being able to service customers over a plethora of digital channels from SMS and chat, to Twitter and Messenger. Today’s digital customers want their voices heard and problems resolved, quickly and without having to jump through hoops. As 2018 rolls in, here are the top 5 stats and trends to keep in mind as you consider making innovative changes to your digital engagement strategy.
1) The Rise of Messaging
Messaging is fast becoming the go-to service channel for digital users seeking resolution to their queries and questions. Private messaging channels which include Messenger, Twitter DM and SMS are designed to support 1-2-1 private resolution whilst your customer is experiencing your brand in-the moment. Over the latter half of 2017, this trend rapidly advanced, particularly with the launch of Facebook Messenger Customer Chat. For Conversocial’s airline portfolio, Messenger volumes more than doubled as well as a 50% increase in incoming volumes of Twitter DM’s. Activate predict that by 2018, at least 3.6 billion people will have at least one messaging app on their smartphone, catching up with the total number of internet users, and eclipsing pure social media users. This positive shift is an ongoing signal of the market maturity of social care.
2) 80% of customer engagements can be handled by bots - Accenture
The need for speed rings true when it comes to digital customer service. Increasingly, companies are experimenting with ways to introduce AI (Artificial Intelligence) and bots into their contact centers to help scale incoming volumes and routine inquiries. Bot-programmed resolution can significantly speed up interactions for both the agent and customer. For a brand to deliver an optimum customer experience, a collaboration between bot an agent is needed to ensure a sleek and successful handoff. Coupled together, this brings the best of both worlds—automation and speed from bots alongside an authentic and empathetic tone of voice from human customer service operatives. 2018 will be the year that we see an increase of companies implementing automation most likely with a ‘Visual IVR’ system as a filtration mechanism for incoming customer engagements. A Visual IVR can immediately save 15-20% of messaging volumes—a huge saving in agent time—while improving routing accuracy, and accelerating resolution time for the customer. This year will mark the rise of bots in the contact center, watch this space!
3) 62% of companies perceive customer experience delivered by the contact centers as acompetitive differentiator - Deloitte
In 2018, we anticipate that the gap will widen between those brands leading the transformation of their customer experience, and those that have fallen behind. Those brands that want to get ahead of the game have either already, or are looking to efficiently manage their service strategy on digital channels such as SMS, Messenger and Twitter. Customer care is now recognized as a priority focus for customer interaction, loyalty and retention. It is a key differentiator for businesses and those who spend the time, money and effort to integrate digital into their repertoire will be handsomely rewarded with brand loyalty and increased revenue. This is the year that brands step up their game. A successful growth strategy now positions customer service as central to survival and we expect to see a massive growth among businesses that are consciously driving a clear strategy.
4) There is a 92% retention among companies with a well-crafted customer service approach - Aberdeen
When it comes to digitally serving your customers, personalization really is the key to success. Engagement should be focused on creating personal, positive and genuine connections by treating each engagement as a unique conversation. Even if the same question has been asked one hundred times, to that single customer, it’s new information, and possibly even their first interaction with the brand. Each message should be crafted with attention to the particular circumstance and customer needs. It’s pretty straight forward. Make the customer feel cared about on a personal level and they are more likely to come back to your brand again and again.
5) 50% of brands will direct investment into customer experience technologies - Gartner
Your brand not investing in a digital customer service operation just doesn’t make sense in today’s ‘Age of the Customer.’ Customers want businesses to hear, understand and appreciate them. Investing directly into contact center technology will ultimately place an emphasis on prioritising customer needs, preferences and support. Digital channels offer a relevant means of customer engagement for the tech-savvy consumers of today who are on the hunt for quick responses when they reach out to a brand for help. Although initial costs can seem daunting, the long-term gains - an ROI of 272%, efficient resolution and reduced customer care costs - are worthwhile. A platform like Conversocial, will help contact teams effortlessly handle increasingly complex interactions on digital pathways.
Want to know more? Have a read of our all-inclusive 5th Definitive Guide to see how to overcome common digital customer care challenges and to become a paradigm of effortless, in-the-moment digital customer service, at scale.
Today, it takes a lot more than lightning fast response times to make customers happy.
Many brands now use machine learning to help their agents meet customers’ need for speedy responses. But, the human element is still a key differentiator. Too many robotic replies can still yield the same bad sentiment as plain old slow ones.
To make your customer care team’s automation effective rather than just efficient, agents need to show some empathy.
Here are three ways to make sure customers feel the love:
1. Know the limitations of omnichannel
Omnichannel support tools are powerful, but without enough structure, they can breed bad habits. Agents who can access all channels at once sometimes exhibit the same channel-hopping behavior as consumers. Their attention gets stretched thin. They provide swift responses, but not thoughtful ones.
The solution? A better process and better tools. Agents must be trained on acceptable and unacceptable responses, a social playbook which provides examples is a good starting point. Any omnichannel tool should feature automated safeguards and a way for managers to sample agents’ conversations to ensure quality also.
2. Look beyond first response times (FRT)
Agents are often measured primarily on quick replies and quick resolutions. But at what cost?
If your team’s success is measured too heavily on reducing response times, agents will prioritize speed over compassion. That will please some customers but it’s bound to leave others feeling dismissed.
I have already replied to your fake attempts to help. You just want it to appear that you are replying, but when people give you further info privately you don't respond. Complete lack of corporate integrity.
Don’t let your agents’ desire to close tickets get in the way of treating customers right. Empower agents to gauge each interaction on its own merits so they can spend extra time with those who need it. Add tags to the CRM so agents can flag lengthy but necessary interactions and weigh them into FRT calculations.
Next, rebalance your definition of success to include long-term metrics like lifetime customer value (LTV). This allows your team to measure the customer’s lifetime worth against the value of a quickly-closed ticket. The goal is to make sure most customers walk away feeling good about the service they received and occasionally, this should take however long it takes.
3. Use simple, sincere language
Emotional connections are formed when people can relate to each other. But the stuffy language big brands typically use builds a barrier between agents and customers, especially when the answer is “No.”
Phrases like “Regrettably, we are unable to…” are distant and impersonal while “You’re right - we should be able to...” are active and self-aware. Customers don’t care about your agent’s regrets; they care about their ability to understand and empathize.
This is why many repeat requests (and requests to speak to a supervisor) stem from emotional disconnects between customers and support reps. Either the customer didn’t trust the agent’s answer or suspected they were cowering behind company policy.
To build trust and rapport with customers, train agents to recognize subtle cues and arm them with better language. Forbes recommends educating agents on how to mirror customer communication styles. Teams can also create customer personas and scripts with variable responses for the most common situations.
Automation can’t work without empathy
Customers may want speed but they also want connection and understanding. Digital care teams that can balance fast responses with effective ones typically end up delivering both.
The retail landscape has changed radically over the past few years. Consumers are noticeably shunning the high-street and instead choosing to shop online. E-commerce offers what the high street cannot—convenience. You can shop on your mobile device wherever, whenever. The exponential growth in e-commerce is proof that an in-store shopping experience just isn’t cutting it anymore.
The hassle free and personalised shopping experience offered via e-commerce has raised consumers’ expectations, impacting even the support offered by a customer care team. Digitalisation has changed not only how we shop, but also the way in which we communicate with brands and likewise, how they communicate with us. As a result, the e-retail environment is heavily saturated with brands vying for business from the online consumer. Very little will set you apart in such a competitive market, sometimes not even the most viral marketing campaign.
But, providing stellar customer service can. The digital customer now expects more than just an instant reply to their queries, they expect personal, in-channel resolution at their own convenience. If you leave your customers feeling like they have been short-serviced, you are running the risk of alienating them and pushing them directly into a competitors arms.
The study looks at how Gymshark has become a true paradigm of what a #SocialFirst brand should be. And how they’re a company dedicated to driving customer engagement, strengthening brand loyalty and delivering high quality customer service—on social.
Here are some key highlights of the study:
Applying “IVR” to Social: Visual IVR was the simplest way to add automation to Gymshark’s dedicated Twitter handle. Conversocial’s feature allows Gymshark to provide an effortless and in-the-moment service to customers seeking resolution through private, Twitter DM.
Platform Built for Purpose: Gymshark is able to track metrics for each customer interaction, measure sentiment conversion and increase workflow efficiencies for an overall more seamless customer care experience.
And here are some of Gymsharks results (Q2 2017 compared to Q3 2017):
50% increase in direct messages on Twitter, with 17% of Incoming DMs handled by Visual IVR
11% increase in private messages on Facebook
A 4.3/5 positive score on Twitter CSAT with a 63% response rate