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Leading software platform designed for social customer service
Expertise and services in training, implementation and social service process
#SeasonalSocialJoin the conversation:
Leading software platform designed for social customer service
Expertise and services in training, implementation and social service process
Win a $50 gift card from JackThreads
Tweet about the event using #SeasonalSocial for a chance to win a $50 JackThreads gift card
H O L I DAY 2 0 1 3 : R E TA I L OV E RV I E W
October 2013Rachel Arthur, global senior editor
GET READY
#SeasonalSocial
TOTAL SALES:
+3.9% $602.1bn
ONLINE SALES:
+13%-15% $82bn
2013 HOLIDAY FORECAST
Source: National Retail Federation
#SeasonalSocial
THE IMPORTANCE OF MOBILE
MOBILE SALES (2012):
16% OF SALES +63% GROWTH
STRATEGY:· MOBILE OPTIMIZATION· RESPONSIVE DESIGN
· SHOWROOMING?
Source: IBM
#SeasonalSocial
SERVICE DIFFERENTIATOR
86% OF SHOPPERS WILL PAY MORE FOR A BETTER CUSTOMER EXPERIENCE
37% PREFER CUSTOMER SERVICE OVER SOCIAL
MEDIA THAN THE PHONE
IN 2012, 65% USED SOCIAL MEDIA TO FIND THE
PERFECT GIFT
Sources: Oracle / Nielsen / Crowdtap
#SeasonalSocial
NOW IS THE TIME TO START
49% OF RETAILERS WILL LAUNCH THEIR HOLIDAY
CAMPAIGNS BEFORE HALLOWEEN IN 2013
HERE’S WHY: 43% OF CONSUMERS STARTED
THEIR SHOPPING AROUND HALLOWEEN IN 2012
Sources: Experian / MDG Advertising
#SeasonalSocial
Leading software platform designed for social customer service
Expertise and services in training, implementation and social service process
Agenda
‣Social Customer Service for the Holiday Season Joshua March, Conversocial
‣Retailer Experience: JackThreads
‣Retailer Experience: Bergdorf Goodman
‣Customer Service Best Practices from STELLA Service
‣Panel and Q&A – Please hold all questions until this time
WiFi W MeetingRoomPasscode WUS01 #SeasonalSocial
Joshua March, Founder & CEO@joshuamarch
Preparing Social Customer Service For The Holiday Period
#SeasonalSocial
Leading software platform designed for social customer service
Expertise and services in training, implementation and social service process
‣150+ major brand customers in more than 20 countries
‣500m+ fans and followers served by our customers
‣300,000+ responses made every month through Conversocial
The leader in powering social customer service
Featured in
#SeasonalSocial
150+ global customers
#SeasonalSocial
Leading software platform designed for social customer service
Expertise and services in training, implementation and social service process
Poll
Consumers who will be less likely to buy from you after seeing unanswered questions on your social channels
Why social customer service is business critical
88%
#SeasonalSocial
In-channel resolution key to the customer experience
#SeasonalSocial
Show image of cover?
Deflection report
98%
…of consumers given an email or
phone number hadn’t asked for it
#SeasonalSocial
Show image of cover?
Deflection report
Conversations that went silent after
redirection
83%76%
#SeasonalSocial
Show image of cover?
Deflection report
83%
Customers who responded saying
they’d already tried the traditional
channel
19%
#SeasonalSocial
1.72%
The best retailers deflected under 5% of queries
3.63%
#SeasonalSocial
Analyzed 200,000+ @mentions received by 10 major retails in 2012 holiday period
In-depth analysis to understand exact issues retailers faced at different times
New research: what to expect in the holiday period
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7000
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9000
#SeasonalSocial
vs. October
Average surge in volume over holiday period
#SeasonalSocial
123%
#SeasonalSocial
11/20/12 11/25/12 11/30/12 12/5/12 12/10/12 12/15/12 12/20/12 12/25/12 12/30/120
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Thanksgiving
Cyber Monday
ChristmasNew Year
Top 3 topics:
1. Customer Dissatisfaction
2. Customer Satisfaction
3. Sales, Events & Promotions
What were customers tweeting about?
#SeasonalSocial
Get it right – and your customers will share it
#SeasonalSocial
@mikewhitmore: 100k followers
Product availability caused biggest negative surges
#SeasonalSocial
Post-Christmas Surge
#SeasonalSocial
Largest surge of positive mentions on a single day
#SeasonalSocial
2,772 tweets in one day
26x average daily volume
Interactive Twitter conversation with gift card reward
#SeasonalSocial
Summary
- Be prepared for more than double normal volume
- Biggest surge will be for the 7 days following Cyber Monday
- Product availability issues could cause biggest unexpected surge
- Negative offline service issues will get shared on social
#SeasonalSocial
Summary
#SeasonalSocial
Get it right and you’ll generate a large amount of
positive engagement
Leading software platform designed for social customer service
Expertise and services in training, implementation and social service process
Poll
Thank you
Full report will be emailed to all attendees
For more research see:www.conversocial.com
Service With Style for the HolidaysService with Style
David Tull Customer Engagment
Manager@JackThreads
How JackThreads Bolsters its Brand by Delighting its
Customers
Who We Are
What We Do
Of sales now come from mobile units
366%
50%
10%
Growth in new members year-over-year
Of total CS Volume is social media interactions
Holiday PrepBrand Voice
• Knowing Who We Are• Knowing What We Want• Providing actionable direction on
how to play the part.
Holiday Prep
Holiday PrepListen to Customers
• CSAT• Social sentiment• Know what we want to know• Help our agents deliver the voice
of the customer
Holiday Prep
Holiday PrepYour demographic might shift…
Leading software platform designed for social customer service
Expertise and services in training, implementation and social service process
Jordy LeiserCEO and Co-Founder STELLA Service@STELLAjordy
Leading software platform designed for social customer service
Expertise and services in training, implementation and social service process
Leading software platform designed for social customer service
Expertise and services in training, implementation and social service process
Leading software platform designed for social customer service
Expertise and services in training, implementation and social service process
Leading software platform designed for social customer service
Expertise and services in training, implementation and social service process
Rachel ArthurGlobal senior editor, digital media & marketing, WGSN
@rachel_arthur
Joshua MarchCEO and Co-Founder,
Conversocial@joshua_march
Jordy LeiserCEO and Co-Founder,
STELLA Service@STELLAjordy
Cannon HodgeSocial Media Manager,
Bergdorf Goodman@Bergdorfs
David TullCustomer Engagement Manager, JackThreads
@JackThreads