They are usually more payment and account-related, with a longer response time expectation on social media, requests are more urgent (like when the app is frozen or a song isn’t playing). In fact, Spotify support reps are trained first on email. Spotify doesn’t let any customer support agent handle their account. Great detective work! /SZ- Spotif圜ares August 21, 2019Īs it turns out, such smart social support acumen comes from successful employee training and selection. How 5 of our favorite brands provide great customer support on social media 1. 3 keys to a killer social media customer support strategy.How to rock social customer service in 3 steps.How Spotify invests in social media training and preparation.How SkyScanner gets creative with its responses.How Starbucks makes response time a priority.Jump straight to what matters to you most: I’ll also share three simple steps to get started with customer support on social at the end. In this blog post, I’ll show you how the biggest brands go above and beyond for their customers on social, and what their successes can teach us about the importance of great social media support. The best brands know this, and take advantage of every interaction with a customer to offer value, impress, and sell.

It’s customer support, but also a form of marketing, and definitely a part of sales. Nowadays, consumers expect brands to offer help way before they’ve decided to buy, and long after they’ve made the purchase.Ĭustomer service is part of the entire buying cycle. Marketers attract leads, sales reps close deals, and customer support reps help customers. Traditionally, customer service was thought of as a post-sale activity.

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