By adaptive - March 4th, 2014

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Social media continues to change how businesses engage consumers.

As more users turn to social media platforms for customer support, companies that embrace the change will gain a strategic advantage in the competition for consumer loyalty. Recent data supports this trend, as nearly 60% of global CEO’s surveyed by IBM expect social media to be their primary customer engagement channel within five years.
 
Brand leaders of all sizes are recognizing the value of social media to enable quick and effective resolution of consumer complaints, questions, and comments. Social customer care encompasses using social media to identify and resolve these issues, often within the platform itself, and can include answering service questions, providing technical assistance, or distributing informational and self-help media.
 
Social Media Trusted Advisor for a Global Telecom Provider
 
Recently, one of the world’s leading telecom providers sought out Conduit Global to help them implement a low-cost, comprehensive social media strategy. Due to the rapid evolution of the social media customer care market, many big brands have been in search of an effective, low cost alternative. Leveraging our consultative approach to service and strategy, Conduit helped this major telecom provider improve efficiency, strengthen profits, and deepen consumer engagement through our comprehensive social media solution.
 
In less than three weeks, Conduit implemented a best-in-class internal social media program on the client’s behalf. Conduit’s social media agents: 
  • 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.

 

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