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Effective URL:
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Submission: On February 28 via manual (February 28th 2024, 5:40:58 pm UTC) from CA — Scanned from CA

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 * Services
   
   
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      customers
   
   
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      begins
   
   
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      Increase satisfaction and improve product adoption with complimentary
      training.

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      Join us for webinars and in-person events
   
   
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EXPERT INSIGHTS

Jan-27-2024


10 AWESOME SOCIAL MEDIA CUSTOMER SERVICE EXAMPLES

Khoros Staff


SHARE THIS ARTICLE

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THE 2021 GUIDE TO BUILDING CUSTOMER TRUST

We surveyed over 1,000 digitally-active consumers in the US to discover what
drives lasting brand loyalty. Their answers may surprise you.
Get the guide


IN THIS ARTICLE

 * 1. Spectrum
 * 2. StubHub
 * 3. British Gas
 * 4. Spotify
 * 5. Zappos
 * 6. Nike
 * 7. Wendy’s
 * 8. Shopify
 * 9. Citibank
 * 10. Casper
 * Provide an amazing social media customer service experience for your
   customers with Khoros

According to a study by the University of Southern California, using social
media for customer service helps brands cut costs, increase retention, and boost
sales.

The study found that handling a customer issue on social media costs as little
as $1, compared to $6 for issues that go through call centers. Furthermore,
companies with social media customer service programs experienced a 7.5%
year-over-year increase in customer retention (compared to a 2.9% increase for
companies that don’t offer customer service through social media). As an added
bonus, customers who had a positive social media customer service experience
spent 40% more with that brand and were three times more likely to recommend it
to others.

Using social media to provide customer service benefits businesses and
consumers, so make sure your strategy focuses on delivering exceptional
experiences with each interaction.

Here are ten social media customer service examples of companies that routinely
go above and beyond, with takeaways you can learn from each of them.

For additional insight, read our Digital Customer Care Playbook.


1. SPECTRUM

When you invest in your brand’s social media customer care team, they can excel.
Spectrum demonstrates the value of such an investment: They tripled the staff on
their social media team and onboarded Khoros, allowing them to process 200k
posts within the first six months. To learn more about their story, read our
case study.

Spectrum now has a dedicated support account on X, @Ask_Spectrum. The account is
filled with social media customer service examples in which they respond to
questions, complaints, and other inquiries. They also use the account to offer
customers updates about service interruptions or general account changes.

Many of @Ask_Spectrum’s updates receive a fair amount of negative sentiment
(nobody likes service interruption), but the care team does an excellent job of
quickly, warmly, and helpfully replying:

Spectrum has also increased their social media customer care agent productivity
by 57% through better organization and tracking, demonstrating that you don’t
always need more agents; sometimes your care team just needs better organization
and more helpful customer service software.


Spectrum sets itself apart from its competitors on social media through
efficiency. Spectrum can reply at a rapid pace because they’ve invested in the
right tools and a sizable team rather than relying on a few people to handle all
requests.


TAKEAWAYS

 * Invest in your social media customer service support teams and tools. In some
   cases, the right tools can help increase efficiency, so you don’t need a
   large team, but larger enterprise-level brands may require both.

 * Greet negative inquiries with a quick and warm reply.


2. STUBHUB

Responding to your audience is important, especially when they have a pressing
concern. However, most brands cannot respond with equal speed to every social
media inquiry. This is important, considering about half of social media users
expect a brand to respond to a complaint in less than three hours. Khoros
customer StubHub is an excellent example of ensuring you respond to everyone who
needs it when they need it.

StubHub offers its audience rapid response times through issue prioritization.
Some issues require an immediate response, like the example in the image on the
left (below). Other mentions, while still important, are less urgent, like the
example in the image on the right (below). Khoros helps StubHub prioritize
customer issues that need an immediate response over posts that can wait a bit
for a reply.





TAKEAWAYS

 * Use issue prioritization to identify and respond to urgent inquiries
   immediately.


3. BRITISH GAS

Social media users don’t just want answers from brands on digital channels; they
want the correct answers, something that Khoros customer British Gas understands
and prioritizes.

British Gas polled their customers and discovered that an accurate response was
more important to them than a quick response. Now their social media team goes
above and beyond to ensure questions are answered correctly the first time. They
do this by following up with customers to get account information and check into
issues rather than by simply following a script, which can lead to errors.

Your brand can ensure that you offer customers the correct response by
organizing your incoming social media communications, effectively training staff
on your social media team, and empowering them to use their knowledge and voice
while remaining on message. In this way, you can put the customer first.



TAKEAWAYS

 * Find out what your customers want. Do they prioritize accuracy or speed for
   social media customer service responses?

 * Gather information and look into issues instead of following a predetermined
   script.


4. SPOTIFY

In today’s modern world, we can stream music online or offline through various
apps and websites. Spotify, a well-known music, podcast, and audiobook app, is
also a leader in the social media customer service space. In fact, they won a
Webby Award for their social media customer support in 2015.





Like many brands, Spotify maintains a separate X account dedicated to customer
support. In this example, a customer reached out about a potential feature of
Spotify. Their support team promptly responded by providing more information,
including a link to what devices are supported — which answered the customer’s
original question and provided extra information to answer potential follow-up
requests. They also ended their response by asking the customer to let them know
if there’s anything else they need help with, leaving the conversation open if
the customer has more questions.



TAKEAWAYS

 * Answer customers’ original questions and look for opportunities to address
   potential follow-up requests.

 * Leave the door open for more inquiries at the end of your response to ensure
   the customer is satisfied with the solution. It shows your commitment to
   providing an excellent customer service experience.


5. ZAPPOS

Zappos is renowned for its customer service, and its commitment to providing
excellent customer service is even in its company mission statements. This
extends to social media, and their mission statement can even be seen in their
profile bios across social media channels. For example, Zappos bio on X says
“Zappos is our name and service is our game!”.


As an online retailer, order mistakes sometimes happen. But what you do to fix
the error is what matters most. When a customer received the wrong shoe size for
her bachelorette party, Zappos went above and beyond.





After the customer contacted the Zappos support team about an incorrect shoe
size for a bachelorette party, they overnighted the customer the correct size
with a personalized note and a “wedding survival kit.” The customer posted about
the extra effort Zappos took to make it right, expressing her gratitude on
Facebook. Zappos responded promptly to the post, offering to go the extra mile
again for the customer service representative who helped her out.


TAKEAWAYS

 * Sometimes it’s worth going the extra mile to gain loyal and satisfied
   customers; they may even post about it on social media for other potential
   customers to see.

 * Use the right tools, such as social media management software to never miss
   tags or brand mentions and to ensure a prompt response.


6. NIKE

Nike’s approach to social media customer service helps it stand out as a brand
that truly cares for its customers. Like Spectrum and Spotify, Nike has a
dedicated customer service account, available in seven different languages. It’s
a good idea since your customers will always know where to go if they need
support.




In this example, a frantic customer contacted Nike’s social media support
account for an issue with the company’s app. Nike calmly replied to let the
customer know they would get to the bottom of this and asked several questions
about their specific situation — even asking how the user holds the device while
running. The Nike team’s response is a great example of how to calm and reassure
customers who may be stressed about an issue. It’s also a great example of how
to ask for a lot of information so the support team can troubleshoot the
specific issue, which is a common theme among some of the brands we’ve
discussed.



TAKEAWAYS

 * Be calm and reassuring to customers, which lets them know you’re here to help
   them resolve their issues.

 * Collect information about their specific situation, which may require
   straying from a script to offer better support.


7. WENDY’S

The fast food chain Wendy’s is known for being sassy on social media. However,
they still deliver great customer service in their unique brand voice. They
understand that customer service is about more than just responding to issues;
it also includes replying to random mentions and posts about the brand, like in
the example below.





In this situation, a customer asked Wendy’s to settle a debate with their
partner about whether hamburgers are sandwiches. Even though it wasn’t an actual
customer service issue, the brand still responded promptly and in its renowned
brand voice. The customer was thankful for the brand’s quick response, saying
that it “ended the war before it could even begin.” while making it clear that
efforts like this help Wendy’s stand apart from other fast food restaurants.


TAKEAWAYS

 * Respond to mentions promptly, even when it’s not a serious issue.


8. SHOPIFY

As you’ve probably noticed, many people reach out on social media with questions
better suited to be answered on other channels. If something can be resolved
faster or easier through another channel, direct the user to that channel rather
than trying to do it all on social media.

In the example below from Shopify, a user posts a question about recovering a
deleted blog post. Shopify promptly responds telling them it may be possible,
but directs the user to live chat on their website. Given the situation, the
Shopify team likely realized they needed to handle this situation as soon as
possible, and live chat would offer a faster resolution over a back-and-forth on
social media.






TAKEAWAYS

 * Don’t be afraid to move conversations off social media when the situation
   warrants channel switching. Route customers to the channel that’s most
   appropriate for resolving their issues.


9. CITIBANK

Sometimes customers reach out with an issue, but don’t follow up when a brand
responds. Some brands may leave it at that, assuming the customer found a
solution through other means. However, brands committed to offering exceptional
customer service on social media may check again to verify if the situation was
actually resolved. By doing so, the brands show their dedication to helping
customers rather than just responding and moving on.

The example below from Citibank shows this exact situation playing out. A
customer posts about an extra charge in her payment history, and Citibank
quickly responds but doesn’t hear back from the customer until the brand follows
up a second time.



In this case, the customer resolved the issue on their own but was still
thankful for Citibank’s follow-up and let them know they’d be in touch if there
were further issues.



TAKEAWAYS

 * When a customer posts an issue but doesn’t respond to your initial message,
   follow up to verify the issue has been resolved. Checking in reinforces your
   brand’s dedication to serving customers, not just responding to messages.


10. CASPER

Social media is where people share thoughts and opinions, and sometimes, those
can overlap with customer service through mentions that don’t have a clear
answer. In the example below, a person posts about the high costs of mattresses
and tags the brand Casper. The situation is tricky because it’s unlikely the
customer service agent will be able to convince others in the organization to
lower the cost of their products. However, they cleverly respond by posting
links to pages that might be relevant like a low-priced product and financing
page.





Just because a situation doesn’t have a clear answer, doesn’t mean it’s not
worth trying to offer help. By offering a suggested solution, the agent in this
situation may be able to help this customer and drive new sales from other
people who see this message.


TAKEAWAYS

 * When a situation doesn’t have a clear solution, tell agents to offer support
   with the resources they have. It might not be exactly what the customer
   wants, but making an effort shows the brand wants to help to the best of
   their ability.


PROVIDE AN AMAZING SOCIAL MEDIA CUSTOMER SERVICE EXPERIENCE FOR YOUR CUSTOMERS
WITH KHOROS

Social media has revolutionized customer service — more and more customers turn
to social media to ask questions, leave complaints, or find help with their
orders. It’s now more important than ever to have a social media customer
service strategy in place. Learn how Khoros can help you exceed expectations
with every interaction by reinventing your social media strategy.

Check out our Digital Customer Care Playbook to learn how your brand can develop
a best-in-class digital customer care strategy, or contact us to learn how we’ve
helped clients create exceptional customer service experiences on social media.
Meaningfully engage with your audience in real-time and keep customers for life
by always being there in their moment of need.



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Feb-26-2024

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FOUR STEPS TO FUTURE-PROOF YOUR SOCIAL MEDIA STRATEGY

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Feb-13-2024

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CUSTOMER ENGAGEMENT


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Learn the best ways to collect customer feedback such as surveys, branded
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Feb-12-2024

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WEBINAR


PROVEN STEPS TO ACHIEVING A CULTURE OF CX INNOVATION & RELENTLESS CUSTOMER
CENTRICITY

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Feb-09-2024

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SOCIAL MEDIA


A MONTH IN REVIEW: JANUARY SOCIAL MEDIA TRENDS AND UPDATES

We're diving into the hottest social media trends and noteworthy industry
updates that have been making waves in the digital sphere over the month of
January.

Feb-09-2024

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KHOROS SERVICE


SERVICE FRESH FEATURES - EPISODE 3

Our team is excited to share the latest features of our customer service
software. See what new capabilities are available now.

Jan-31-2024

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KHOROS SOCIAL MEDIA MANAGEMENT


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Check out these new social media software capabilities that make social
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Jan-31-2024

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KHOROS COMMUNITIES


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Learn more about the two new engagement features, Ideas and Rank, now available
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TIPSHEET


MARKETER’S QUICK GUIDE: FOUR MEASURABLE RESULTS YOUR BRAND CAN UNLOCK WITH
EMPLOYEE ADVOCACY

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measurable results your brand could unlock with a top-rated employee advocacy
program.

Jan-31-2024

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AUTOMATION


6 THINGS YOU NEED TO EXCEL IN DELIVERING SUPERB CUSTOMER EXPERIENCE

Enhance customer service through operational efficiency. Streamline processes,
engage employees, and achieve excellence across all customer touchpoints.

Jan-30-2024

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SOCIAL MEDIA


4 STEPS TO BUILDING A POWERFUL EMPLOYEE ADVOCACY PROGRAM

Your employees could reach a 561% larger audience than your brand accounts!
Learn 4 steps to activate employees as brand ambassadors at only a fraction of
paid advertising costs.

Jan-30-2024

Read more
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