Customer support through social network done right
In May, we were at the Zendesk’s conference “The Art of Customer Satisfaction”. One of the sessions was a panel, where they discussed why letting support agents be themselves is a good thing.
Many companies are trying out Facebook or Twitter as their main support channel (eg. 37signals), Argos - UK online shop - made a great response to one of the unhappy customers “Badman” on Twitter in March, which went viral with over 9.5k retweets.
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@BadManBugti YO wen u gettin da ps4 tings in moss side? Ain’t waitin no more. Plus da asian guy whu works dere got bare attitude
LD
— #wasteman March 8, 2014
The response from support staff at Argos, which quite likely would not pass most of the companies support guidelines.
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@BadManBugti Safe badman, we gettin sum more PS4 tings in wivin da next week y'get me. Soz bout da attitude, probz avin a bad day yo.
LD
And of course Immy “BADMAN” Bugti, the customer, seemed to be more than happy with the response he got.
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@ArgosHelpers respect. Sick guy
LD
— Immy ‘BADMAN’ Bugti (@BadManBugti) March 8, 2014
Give room to your agents - “unleash the beast.”