Company News • 22.04.2015
Ipsy selects conversocial to enhance social customer service
Conversocial's platform enables social first approach to enhance customer satisfaction
Conversocial, a leading provider of cloud-based social customer service solutions, today announces that it has been selected by beauty subscription service, ipsy, to manage social media workflow across customer service and to empower social customer service in real-time.
Each month, ipsy subscribers receive a personalized Glam Bag which includes deluxe samples and full-size beauty products. Subscribers also have access to how-to tutorial videos created exclusively by ipsy Stylists for each product they receive. For this type of membership service, which boasts one million monthly subscribers, there are many inbound customer service inquiries across all social media platforms.
The typical questions include shipment, account or product inquiries. By partnering with Conversocial, ipsy can more effectively engage these customers, in real-time, aiming to resolve concerns across social media and provide a superior customer experience.
"With Conversocial's platform we are able to meet our customers where they are. The ability to engage with our customers' requests in real-time allows us to resolve any issues immediately, improving satisfaction and retention," says Esteban Ochoa, VP of Operations at ipsy. "With Conversocial's help, ipsy can turn unstructured, social conversations into an organized and meaningful dialogue that leaves our customers delighted.”