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Liz O'Brien

Liz O’Brien, Social Customer Service Lead at Pret A Manger, talks us through how Pret handled customer conversations on their busiest day of the year.

Some said it was the most anticipated day of the sandwich year, with over 13,000 people adding the date to their diaries. The return of Pret’s Christmas Lunch sandwich.

Now firstly, if you haven’t tried it then where have you been?

This year at Pret, we really wanted to amp up the excitement through our social channels, especially seeing as our customers have been tweeting about it since May! 

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The Return of Pret’s Christmas Sandwich

By Liz O'Brien
Dec 1, 2015 11:52:54 AM
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In September of this year Instagram hit the huge milestone of 400 million users, with more than 75 million of those users logging on daily. As we reach Instagram’s 5th birthday (October 6th) I’ve been thinking about my top 5 trends past and future, as well as what we’ve learned about ourselves and the platform. 

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5 Years of Instagram & Me

By Liz O'Brien
Oct 6, 2015 8:30:00 AM
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Tell us why you think you would be perfect for the role in 140 characters or less?

If only it was that simple. To get the perfect social customer service team it’s all about getting the right blend. Having been a part of the Social Media team at Tesco, as well as hearing from our customers and prospects here at Conversocial, got me thinking about what the best ingredients for social care are.

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Recruiting the Social Customer Service A-Team

By Liz O'Brien
Aug 6, 2015 4:22:00 AM
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Last week, Conversocial’s global team, stretching across four continents, descended on Barcelona for our annual Company Kick Off . The theme of this year’s company conference was Beyond Barcelona, with the focus on learning from each other whilst aligning globally and preparing for the year ahead.

But what does Beyond Barcelona mean for Conversocial and our clients? And what did we take away from the two days?

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Conversocial Converges on Barcelona for 2015 Company Kick-Off

By Liz O'Brien
Jan 30, 2015 5:00:00 AM
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When companies engage and respond to customer service requests over social media, those customers end up spending 20 to 40 per cent more with that brand (Source: Bain& Company).

Failure to respond via social channels can lead to up to a 15 per cent increase in churn rate for existing customers (Source: Gartner).

Facebook has changed from what was primarily seen as just a marketing opportunity - designed to ‘humanize the brand’- to having great importance as a platform for effective customer service. Although often grouped into the same social media service channel category as Twitter, Google+, Youtube and Instagram, Facebook retains unique characteristics which companies must take into account if they hope to maintain a high quality level of service. Accordingly, customer service over Facebook must be conducted differently. 

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5 Tips for Delivering the Best Social Customer Service Over Facebook

By Liz O'Brien
Nov 6, 2014 12:38:00 PM
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Working in a contact centre is largely how you’d expect - rows upon rows of desks with the constant bashing of keyboards, repetition of can I help you’s?’ and I’m sorry to hear that Themed fancy dress days, endless charity raffles and some questionable canteen lunches...

It’s now been five months since I left the contact centre of a leading UK supermarket but questions from my new colleagues have led me to reflect on my time as a social customer service agent.

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‘So, do you just sit on Facebook all day?’ The life of a Social Customer Service Agent

By Liz O'Brien
Oct 22, 2014 12:58:00 PM
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As I am sure you were aware, last month was the 5th Annual celebration of Mashable’s Social Media Day. Not wanting to miss out on the fun here at Conversocial, we decided to get involved and in true social media style asked our social community to submit a #Converselfie.

Said to be first coined in Australia in 2002, the selfie has become a social media phenomenon with millions of selfies being uploaded daily across social networks and the term was named Oxford Dictionary's word of 2013.

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Celebrating World Social Media Day the Conversocial Way!

By Liz O'Brien
Jul 18, 2014 6:22:00 AM
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Corporate social customer service blunders are becoming all too common, with major brands such as United Airlines and Pizza Express having 'mishaps' in the last few weeks alone. ASOS, a UK e-commerce company, became the latest to join this ever-growing list. Last week a customer tweeted requesting that they use a more 'manly' model for their campaigns. An agent at ASOS responded in a way that lead to a social backlash from the online community, including Jodie Marsh–a UK TV personalitywho they referenced directly in the tweet.

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Do social responses always need a second pair of eyes?

By Liz O'Brien
Jun 2, 2014 5:01:00 AM
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