Blog

2.5 mins

What is the Best Customer Service Experience You’ve Had on Social Media? Question of the Week

By Hannah Clark | 2 months ago | Strategy | No Comments

Image by miuenski miuenski via flickr

In the past few years, social media has completely changed the way consumers air their grievances. Instead of businesses hearing complaints behind closed doors, they are now spoken in a public forum: social media. Customers are empowered and informed by social media and as a result are louder and have much higher expectations.

When it comes to customer service and experience on social media, we know there are some brands and organizations that are absolutely rocking social customer service. Last week, we asked our Twitter followers to give us their opinion: What is the best customer service experience you’ve had on social media?

We had a ton of great answers, and some small conversations even popped up (solidifying the fact that these businesses are owning customer service). Let’s take a look at a few of the answers you gave us, and the variables you look for when determining how great customer service is.

Twitter has become a go to channel for customer service; if your business isn’t prepared to find and respond to customer complaints you could see a major hit to your bottom line. These customers explain that a quick response time made all the difference when it came to their issues. Even if it seems like a small problem, customers will appreciate an organization that brings a human aspect to their customer service.

These people are also some of your best advocates. If they have received great service, they’re more likely to Tweet their feelings. Luckily for you, they’ll be sharing with all of their friends and followers at the same time.

It’s great to see that brands are bringing more of a personality into their social customer service. Instead of a customer feeling like they are getting an automated message, having a real person answer you back could make a big difference. Asking for followers opinions and thoughts form a strong connection and can possibly create strong brand loyalty.

Whether you acknowledge it or not, people are going to share their experiences with your business on social media. Brands that make the effort to reach out and engage those users can make a major impact on those individual clients, as well as the wider audience that was exposed to the Facebook or Twitter post. A single response could mean the difference between losing one client and gaining 10.

If you’d like to learn more about the benefits of using social media for customer service, download our white paper Social Customer Service: The Future of Customer Satisfaction.

2 comments
Carolina Clover
Carolina Clover

I'm going play devils advocate here and say none of these examples were actual customer service. IMO These are examples of customer interaction turned social media marketing opportunity. If you have an opportunity as a biz to shine in social media, you as a biz should take it as it is a viable new age marketing strategy. Show us some examples of the down and dirty customer service, and I'll bet they were handled offline and require more than 140 characters.

Nina_Nina
Nina_Nina

@Carolina Clover  Indeed. It takest a minute or two for some "Social Media Manager" to belch up a pleasant reply to someone on Twitter. It's just not really a real customer service thing. It's just not.