Google Social Media Customer Service Done RightMarketing Apocalypse

Social Media Customer Service Done Right


Posted on August 3rd, by Mike in CUSTOMER SERVICE, Social Media. 6 comments

Social Media Customer Service Done Right

A few weeks back I had a bad experience with Free Conference Call’s ‘customer service’ team via Twitter. It wasn’t a huge deal, but it was enough to warrant this post. I don’t usually like to be a complainer, but if there’s a marketing lesson to be learned I’m not above it.

More recently I had a really great experience, compliments of Warby Parker.

Let’s start with this… I broke my glasses.

They were functional enough to sit on my face for a while but I knew I was going to need a new pair. I saw some of the really cool Instagram videos Warby Parker was putting out and I decided to give them a shot. I ordered my 5 pairs to try on (which costs you nothing) and sent out a tweet, mostly to see if any of my friends had tried the service before. Then this happened.

 


 

A couple things to notice here:

1. Without me directly mentioning their account, they went out of the way to thank me for trying them out and offered any assistance I might need.

2. They answered my question clearly and even apologized for not being able to deliver on a request I knew was a reach in the first place.

Generally speaking, if I find out my original plan wasn’t going to work I table the problem until I have time to come up with a new plan. In this instance Warby Parker had done such a great job that I was determined to find a way to make it work. I asked one more question and got the perfect response and ended up ordering a new pair of glasses from them.

Let’s do a little math. Before I decided to make a purchase, they tweeted me directly 3 times. Being someone who works in social media I can say that the average tweet (for an experienced tweeter) takes, at most, between 30-60 seconds to write and send. So, it took 3 minutes of customer service time to lock down a $90 sale.

If someone works 8 hours a day and focuses entirely on customer service for a company through Twitter, they can theoretically do this 20 times an hour or 1600 times a day, leading to $144,000 of revenue. I know that there’s going to be down time and research time for each case but even if this happens 5-10% of the time the person is bringing in around $7k-$14k a day.  SMART BUSINESS DECISION.

 

 

 





6 thoughts on “Social Media Customer Service Done Right

  1. Pingback: 10 Tactics For Increasing Your Customer Lifetime Value and Loyalty

  2. Pingback: 10 Tactics For Increasing Your Customer Lifetime Value and Loyalty | New Strategies For Wealth

  3. Pingback: 10 Tactics For Increasing Your Customer Lifetime Value and Loyalty | Advertising Blog

  4. Pingback: 10 Tactics For Increasing Your Customer Lifetime Value and Loyalty | Bugdaddy

  5. Pingback: 10 Tactics for Increasing Your Customer Value and Loyalty | iDiya

  6. Pingback: 10 Tactics for Increasing Your Customer Value and Loyalty | Marketing Republic FZE

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