#Hash It Out: JackThreads

927 views

Published on

Published in: Technology, Business, Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
927
On SlideShare
0
From Embeds
0
Number of Embeds
171
Actions
Shares
0
Downloads
4
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

#Hash It Out: JackThreads

  1. 1. Hash It OutConversations about CustomerEngagementBrought to you by:Powering Social Customer ServiceJoshua March, CEO & Co-Founder@joshuamarchEpisode 1:#
  2. 2. Nielsen: half of consumers are now using social for support
  3. 3. Source: Conversocial consumer research
  4. 4. In social, everyonecan hear you scream
  5. 5. 88% Of social media users would beless likely to do business with abrand if they saw complaints gounanswered on their FacebookpageSources: 2011 NYU Consumer Survey
  6. 6. 83% of social media users have abandoned apurchase after poor customer serviceSources: 2012 American Express Customer Service Barometer,
  7. 7. Reactive serviceProactive engagement
  8. 8. Delight your customers!
  9. 9. “Customers who are fully engaged represent anaverage 23% premium in terms of share of wallet,profitability, and revenue over the averagecustomer”Source: Gallup
  10. 10. Likes & Shares ConversationsThe meaning of engagement is changing
  11. 11. The Social Engagement HubSales - FeedbackReactive - Proactive
  12. 12. Thank youLearn more: conversocial.comFollow me: @joshuamarch
  13. 13. Redefining OnlineEngagementService with StyleDavid Tull, CustomerService Quality AssuranceSupervisorHow JackThreads Bolsters itsBrand by Delighting its Customers
  14. 14. Who We Are
  15. 15. What We DoOf revenue now comes from mobile accounts366%45%10%Growth in new members year-over-yearOf our total CS Volume is social mediainteractions
  16. 16. Why Conversocial Made Sense
  17. 17. Focus on StyleOf revenue now comes from mobile accounts366%45%500%Growth in new members year-over-yearReturn on ad spend in Facebookcampaign launched in October 2012
  18. 18. What We Do(with Social Customer Service)Using proactive searchto suggest sales/providestyle advice
  19. 19. What We Do(with Social Customer Service)Use proactive search todrive conversion
  20. 20. Moving Forward…
  21. 21. Let’s Discuss

×