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  • Match Made in Heaven: Social Media and Customer Service


    Posted on March 28, 2012 at 12:37 pm

    Twitter HeartLike most businesses, we here at GB do a lot of shipping. One of our recent shipping experiences inspired us to write about the importance of social media and customer service. By taking advantage of social media tools like Twitter, companies can tend to the needs, wants and concerns of their customers more efficiently than ever.

    One of our recent overnighted packages got held up at a UPS facility and was not delivered on time for an important deadline. With much frustration, one of our employees, let’s call her Sally, took to her Twitter account to tell UPS about her bad experience and disappointment with their services. Very soon after she sent the message, Sally heard back from @UPS with a sympathetic and proactive response that would help salvage the situation. Despite how upset Sally was at UPS for the initial mess up, she was very impressed with the response of their Twitter customer support team. Within minutes, the problem was solved and Sally felt much better about using their services again.

    This is a great example of how social media and customer service can work marvels together, not only to address the problem at hand in a timely and empathetic manner, but also to restore the customer’s confidence in the company.

    Social media responsiveness is an important trend. It has become standard for many big companies to connect with their customers in this way. The typical phone call has expanded to the constant monitoring of a brand’s hashtag or handle. Customer satisfaction gets more attention than ever because of the public nature of social media. Add this to your list of reasons to become social media savvy. Just another success story!

    UPS, we (Sally included) give you a +1!

    To check out more inspiring stories and unique perspectives, visit our Brand Thinking Blog.

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