Social media is a powerful tool. Mostly used by businesses as a means of communicating branding and marketing materials, it can also be used as a first port of call for customers, whether that’s for complaints, praise, or customer service issues.
While opening social media channels up to customer service enquiries can occasionally be problematic, more often than not it can be a fantastic medium through which you can interact with your customers.
One of the best things about this is that it gives your business an authentic feel, making an impersonal social media account look as if it’s run by a human instead of a robot.
Here’s proof that you can have some fun on social media, courtesy of some of the big names who have brought their best form to the Twittersphere:
Supermarket Sainsbury’s got involved in this exchange which was, seemingly, more about a bit of fish-based fun than it was an actual customer complaint. It was, frankly, inspired stuff and the whole thread is worth a look. But the company’s positive approach and sense of humour means that they’ve hooked this customer for life.
Tesco Mobile might not be the mobile network of choice for many people, and they catch a lot of flak online because of it. But that doesn’t mean that they’re going to take it lying down. This cheeky response might have made them more popular in the eyes of underdogs everywhere.
Tesco Mobile actually has a bit of a history when it comes to trying to push peoples’ buttons in a playful way:
Twitter is often a port of call for dissatisfied customers, and it’s no different for people expecting post. With jokes and humour, delivery is key – and it’s safe to say that Royal Mail delivered this item on time and as expected.
This series of tweets should be enshrined – they show just how important it is to keep an eye on social media accounts around the clock to monitor… unexpected problems. Whoever was behind Virgin Train’s social accounts on this memorable day is a true champion of the social media game, responsible for putting the ‘P’ in ‘MVP’.
Bookmakers Paddy Power took a proactive approach to customer service – because sometimes you have to reach out to potential customers instead of expecting them come to you. The team behind Paddy Power’s social media accounts are some of the masters of the craft, although some of their material isn’t to everyone’s taste.
The range of responses shows that social media can be as fun as it can be useful, and if you’re willing to make the effort to interact with your customers on across social media channels it can pay off.
If your business is already on social media, you can always do more to make yourself stand out from the crowd. If your customer interactions are as popular as any of these, you could make a huge name for yourself – and that could give your business just the boost it needs.
Not sure where to start when it comes to using your social accounts for dealing with customers? Check out our guide to getting great at using social media for customer service .