#Hash It Out: JackThreads

Hash It OutConversations about Customer Engagement

Brought to you by:

Powering Social Customer ServiceJoshua March, CEO & Co-

Founder@joshuamarch

Episode 1:

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Nielsen: half of consumers are now using social for support

Source: Conversocial consumer research

In social, everyone can hear you scream

88% Of social media users would be less likely to do business with a brand if they saw complaints go unanswered on their Facebook page

Sources: 2011 NYU Consumer Survey

83% of social media users have abandoned a purchase after poor customer service

Sources: 2012 American Express Customer Service Barometer,

Reactive service

Proactive engagement

Delight your customers!

“Customers who are fully engaged represent an average 23% premium in terms of share of

wallet, profitability, and revenue over the average customer”

Source: Gallup

Likes & Shares Conversations

The meaning of engagement is changing

The Social Engagement Hub

Sales - Feedback

Reactive - Proactive

Thank youLearn more: conversocial.com

Follow me: @joshuamarch

Redefining Online EngagementService with Style

David Tull, Customer Service Quality

Assurance Supervisor@JackThreads

How JackThreads Bolsters its Brand by Delighting its

Customers

Who We Are

What We Do

Of revenue now comes from mobile accounts

366%

45%

10%

Growth in new members year-over-year 

Of our total CS Volume is social media interactions

Why Conversocial Made Sense

Focus on Style

Of revenue now comes from mobile accounts

366%

45%

500%

Growth in new members year-over-year 

Return on ad spend in Facebook campaign launched in October 2012

What We Do(with Social Customer Service)

Using proactive search to suggest sales/provide

style advice

What We Do(with Social Customer Service)

Use proactive search to drive conversion

Moving Forward…

Let’s Discuss