5 Powerful Examples Of Social Media Customer Care

5 Powerful Examples Of Social Media Customer Care

After all, social media has been with us for a while. Research shows that brands reply to only 11% of customers. And that’s while we know that customers expect brands to provide urgent and helpful customer support on every platform including social media. Twitter has become a go-to channel for customer service, so most outstanding replies exist exactly there. However, everything you can learn regarding excellent customer service on Twitter can be transferred to all other social media channels; nothing in there can be applied exclusively to Twitter in any way. Yet, the brand replied and showed with this reply that their customer service is absolutely excellent for two reasons: #1. How did Urban Decay even notice it? Wendy’s A fast-food chain Wendy’s has probably the most scandalous, funny, and legen-wait-for-it-dary social media customer care (if the word “care” is even applicable here) style. Here’s a tweet I’d like to show you to illustrate the genius of Zappos customer service: Notice how they also obviously monitor the brand name (“Zappos” is used without a Twitter handle) and notice how they take every opportunity to attract attention. The tweet wasn’t even about the company – its author probably has no idea Zappos exists – and yet, the brand replies and does it in a funny way.

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5 Powerful Examples Of Social Media Customer Care
Social media customer care doesn’t sound like something worth an entire article…

After all, social media has been with us for a while. We know that customer care is important, we have business pages on multiple platforms, we reply to messages and direct tweets, solve tickets, and gradually forget how to use a phone. What else is there to do?

Unfortunately, it turns out that most of us don’t do even that. Social media customer care suffers from a sheer lack of attention. Research shows that brands reply to only 11% of customers. And that’s while we know that customers expect brands to provide urgent and helpful customer support on every platform including social media.

As well, I’m here to prove that social media customer care is a mixture of art and science, as all best things are. It’s there to not just tune down dissatisfaction of a single customer for whatever went wrong, it’s a marketing channel that can attract new clients and make the existing ones come back again and again and, possibly, again.

To get an idea of how to achieve that, let’s turn to brands whose social media customer service is on the absolute top, and look at specific examples that I find most educational.

Note that the examples provided are taken from Twitter. Twitter has become a go-to channel for customer service, so most outstanding replies exist exactly there. However, everything you can learn regarding excellent customer service on Twitter can be transferred to all other social media channels; nothing in there can be applied exclusively to Twitter in any way.

1. Urban Decay

Urban Decay is an American cosmetics brand, a subsidiary of French cosmetics company L’Oréal. I’ve never seen them included in any social media marketing top list, but they absolutely deserve it. Just look at this tweet:

This tweet is neither a complaint nor a praise, at least not directly a praise. Replying to it isn’t necessary and wouldn’t work as a testimonial. Yet, the brand replied and showed with this reply that their customer service is absolutely excellent for two reasons:

#1. They noticed the tweet.

Look at the tweet again. It wasn’t directed at the brand. It didn’t use their Twitter handle, it didn’t even use the brand name. How did Urban Decay even notice it?

While we can’t be sure, I assume they use a social monitoring tool to find mentions of their brand as well as specific products (check out Awario to get an idea of how they work). This allows Urban Decay to retweet, engage, and help those who simply voice their frustration or delight regarding the brand online and who don’t even expect a reaction from the company. That’s taking customer service one step further.

#2. They were authentic.

Not only did the cosmetics company use the opportunity to engage with the customer, but they also did it in a funny and edgy way. Exactly what you’d expect from a brand that’s called “Urban Decay”! In case you’re unfamiliar with the “hide yo kids, hide yo wife” urban legend, here’s a video:

You can thank me later.

2. Casper

Casper sells sleep products online. Truth be told, Casper is sort of a legend of the social media universe. Their social media customer care is seamless most of the time. But the example that I…

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