7 Brands Leading the Way in Social Customer Support on Twitter. Their successes show why customer service should be a key part of your social marketing strategy. Brand leaders in social customer service 1. The Warby Parker team has also set up a Twitter handle, @WarbyParkerHelp, where they answer customer questions and help with any issues. Their global brand of 4 million Twitter followers focuses on giving their customers a more personalized experience through local accounts. Winning a Webby Award for social media customer support, Spotify goes beyond traditional customer service to make their customers happy. Starbucks Starbucks is known for it’s quick responses and great service on social, making it easy for customers to ask questions about store offers, drink menus, and contests. With their handle, @MyStarbucksIdea, Starbucks holds an open forum for customers to offer up ideas and suggestions with everything from drink selection to store layout—to offer customers the best possible in-store experience. Royal Dutch Airlines (KLM) What started as a necessity to keep customers posted about flights has now turned into a full-fledged social customer service program where KLM is dedicated to giving customers the best possible experience. Step up your social customer service Social customer service isn’t slowing down.
Responding to customers on social is no longer a luxury, it’s essential to the success of your business. Around 67 percent of consumers in the U.S. now turn to social media for customer service requests.
Brands that deliver on these expectations are winning out—both in terms of customer advocacy and year-over-year revenue growth. But it’s not easy. It requires a dedicated team ready to answer questions and resolve issues within hours, all with a friendly tone that reflects your brand voice.
Right now there a few brands leading the pack on the customer service front, going above and beyond for their customers on social. Their successes show why customer service should be a key part of your social marketing strategy.
Brand leaders in social customer service
1. Warby Parker
Named by Fast Company as one of the most influential brands in the e-commerce retail space, Warby Parker has completely changed the way we buy eyewear. Their secret? They offer trendy glasses and fast, effective social customer service.
Big thank you to @WarbyParkerHelp for showing what true customer service means. That´s how you build a brand. #brands #eyewear
— Vassilis Bakopoulos (@gorecki36) October 27, 2016
Warby Parker has a ‘Home Try On’ program that allows you to sample different pairs of glasses. By Tweeting at Warby Parker with the hashtag #HomeTryOn, Warby Parker will offer tips on which pair to choose.
The Warby Parker team has also set up a Twitter handle, @WarbyParkerHelp, where they answer customer questions and help with any issues. They consistently get kudos from their customers on their awesome support.
2. Casper
Online mattress retailer Casper is killing it on social. They won a Shorty award for the “The Tweeting Mattress,” a series of hilarious late-night, sleepy-time Tweets. Their witty social media convos have landed them coverage in articles like Buzzfeed’s 32 Tweets About Sleep that Will Make You Laugh Out Loud. Their unique brand voice informs their customer service efforts.
Casper has a self-admittedly “over-the-top” customer service model and uses social media to “deliver customer happiness.” (It doesn’t hurt that they have a fantastic return policy.) After a purchase, for example, they follow up with customers to ask how they enjoyed their night’s sleep. Growing their Twitter following tenfold in a year, Casper knows how to improve their customer’s experiences on social.
3. Whole Foods
If you dread grocery shopping every week, chatting with Whole Foods on Twitter might help. In addition to delicious recipes, healthy food tips, and great user generated content, they’ve got an awesome customer support team on social.
When customers reach out with issues or complaints, they respond quickly and resolve issues immediately. They also reach…
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