“Target has significantly expanded its subscription-based e-commerce service, first launched last fall as a response to Amazon’s popular “Subscribe and Save” program, by increasing the number of online items available for subscription purchase from just 200 to now 1,500. While the company’s original focus was on baby-care items, the now revamped service offers similar savings for other everyday purchases, including cleaning supplies, health and beauty aids, pet treats and training pads, grocery items, home and offices supplies, and more.” [Source: Techcrunch]
More than eight years after the first 140 character message was posted on Twitter, many businesses are still trying to get a handle on how to use the service as a way to connect with customers.
Happy Customer recently talked with Mike De Jesus, head of the travel vertical at Twitter. His team is responsible for evangelizing Twitter’s platform and sharing paid and organic best practices to marketers in the travel, tourism, and hospitality industries across the US.
As businesses continue to try to build a Twitter strategy, we asked De Jesus for some best practices Twitter provides to brands when they inquire about delivering great customer service via Twitter.
See answers and examples from De Jesus below.
Be human. People like communicating with brands, a unique opportunity for brands on Twitter. Show off your brand’s voice and personality – customers like to know that they’re connecting with a person, and not a corporation.
L.L.Bean is back on top of Benchmarks.
The outdoor apparel and equipment retailer that touts a 100% satisfaction guarantee last topped the list for its customer service performance in December. As for its standout efforts in March, LLBean.com showed strength in Email and Returns, besting all other retailers in those specific service areas.
LLBean.com replied to emails in about 30 minutes on average in March and scored an impressive 97% for Issue Resolution. As for Returns, the retailer issued refunds in about six days.
Each month, StellaService sheds light on the service performance of online retailers within their respective retail categories. The companies are measured across four service areas: Phone, Email, Shipping and Returns. Phone and Email are measured daily, while shipping and returns are measured across multiple orders. Stella Benchmarks are designed to provide consumers with guidance for smarter shopping and retailers with an independent, reliable benchmark for measuring …
By Jake Novick, Senior Research Associate, StellaService
You might think that after last year’s see-through yoga pants recall, Lululemon would have been overwhelmed by customer complaints, leading to some exhausted agents, high employee turnover and lower-quality interactions with shoppers. But, they seem to have risen to the challenge and are outperforming every retailer on a proprietary metric we call “Stellar Performance,” which is an aggregate of “Stellar Interactions.”
We define a Stellar Interaction as one in which “the customer service representative diligently answered the initial questions, anticipated follow-up inquiries and offered supplemental information.” In these cases, not only are agents resolving issues and demonstrating policy and product knowledge, but also they are probing and anticipating the needs of shoppers and providing solutions with options. We think of these interactions as ones when the agent goes above-and-beyond the call of …
Twitter has become a communication channel that the customer service department simply can’t ignore.
For instance, 88% of customers are less likely to buy from a brand after seeing unanswered customer complaints on a company’s Twitter page, according to a study from Conversocial, a provider of social customer service software.
But, let’s not mistake the emerging service channel as a new burden. In fact, it’s an opportunity.
To get the scoop an some of the most interesting applications of customer service on Twitter, we went straight to the source. Happy Customer recently connected with Mike De Jesus, head of the travel vertical at Twitter. His team is responsible for evangelizing Twitter’s platform and sharing paid and organic best practices to marketers in the travel, tourism, and hospitality industries across the US.
See our Q&A with De Jesus below.
What’s the current state of Twitter as a customer service tool?
Twitter has become a valuable …