Why it’s important to listen to your customers on social media
Did you know 67% of consumers have used a company’s social media channel for customer service? Businesses now need to be ready for any comments that come through social media and need a speedy response. It has been reported that 42% of consumers expect a response with 60 minutes, 57% also expect the same response time at night and on weekends as during normal business hours.
We have found 15 examples of customer service using social media to inspire your next response and encourage you to get creative.
Brands who got sassy
Some of social medias biggest brands use humor to sell their products and interact with customers. Incorporating humor into your brand’s tone of voice is a risky game and isn’t for everyone. Here are a few examples of brands who got it right.
Sega
Sainsburys
Tesco
Smart car
Old Spice
O2
O2 (again)
Netflix
Taco Bell
Charmin
Brands being helpful
Using social media to provide customer service can help build customer loyalty and boost customer engagement with your brand. Here are a few brands that are using social media as a customer service tool successfully.
Waterstones
While every customer comment is important, some are going to be a little more urgent than others. One customer was trapped in a Waterstones store. A prime example of why it’s so important to listen.
Dominos
Brands who went the extra mile
These brands did more than just tweet a thank you or a witty response, these brands went the extra mile to surprise their fans. By going to reward their fans in real life they are showing their fan that they matter and that you’re listening to them.
Samsung
One loyal Samsung user asked for a free mobile with a picture he drew of a dragon. In response, they sent him a drawing.
The user then shared both messages to Reddit where it went viral. In response, Samsung sent him the phone he asked for and customized it with his dragon artwork.
Mortons
Peter Shankman jokingly asked Morton’s Steakhouse to deliver a steak ready for when he landed. When he landed he was greeted by a Morton’s waiter, a brilliant example of going above and beyond your fans expectations, all in less than three hours.
Gaylord Opryland Hotel
One regular customer of the Nashville’s Opryland Hotel sent out a tweet asking where she could find her own spa-sound clock radio that comes in each room. When she returned to her room she found a clock and card from the hotel.
Each brand has a different approach to their responses, what you need to think about is what strategy and tone of voice will you take when dealing with customer feedback or complaints. Social media is just as important as traditional customer service, do not overlook the power of social media.
Do you have any examples of great customer service via social media? Are you listening to your customers? Tweet us and let us know.