By adaptive - March 4th, 2014
Social media continues to change how businesses engage consumers.
- Outperformed the prior internal team in first ticket resolution (FTR) by following predetermined escalation procedures and workflow rules;
- Responded in a best-in-class average of 60 seconds, well within consumer expectations of appropriate response times for social care;
- Managed volume effectively and proactively defused complaints, producing positive sentiment scores; and
- Tailored activity to meet client specifications requiring a “hands-off” approach.
Planning for the Future
Social media’s share of the customer service experience will increase 37% in 2014, and an estimated 90% of companies will utilize social media for customer care by 2020. While While Software Advice's CRM managing editor concedes that “we’ll never see a world where phone-based customer service goes away,” social customer care is critical for any company looking to improve its competitive position. J. D. Power now includes social media in its reporting, which a member of Cohn & Wolfe’s digital innovation team cites as evidence that “brands will have to start competing for the best social [customer] care service … because it is all public.”
Interested in learning more about Conduit’s work in the social media customer care market? Please contact Justin Bibb or visit our website at www.conduitglobal.clom
About Conduit Global
Conduit Global is one of the world’s largest independent providers of customer contact care. Through hubs in nine countries on four continents, Conduit Global serves over 100 million consumers and has handled over a billion customer contacts in a single year. As leading BPO provider, we work with big brands such as British Gas, Verizon, and Xerox on developing world class customer care services and multi-channel solutions.