Such a dramatic week! Multiple upsets occurred during the second week of World Cup 2022. Japan’s comeback victory over Spain in the qualification stage not only managed to secure their position in the top 16 teams but also kicked Germany out of the bracket. Now that we already have the top 8 teams, can we predict who will be in the top 4?
Insights for the second week:
Another upset victory from Samurai Blue, now against Spain! The final goal in this match generated a massive surge of conversations; the controversy if the ball was out of the line before Kaoru Mitoma made the last assist to Ao Tanaka’s goal. Although the referee initially nullified the goal, the VAR result showed that the goal was valid and allowed the goal to stand. Both countries were ultimately defeated on their first match in the round of 16, through a 120 minutes game that led to penalty kicks.
Based on the conversations around the previous matches, we designed a model to predict the top 4 teams that will play in the semi-final match. We predict that Argentina, Brazil, France, and Portugal will win their next match. Will this prediction come true, or will another upset victory happen?
The match between USA and Iran is met with multiple jokes and memes, remembering the geopolitical situation and tension between the countries. As one of the netizens said on Twitter, this is not just a World Cup. It is a World War.
Learn how to deliver the best social media customer service.
“Why social media customer service?” is a pretty self-explanatory question.
Around 4.5 billion people are active on social media globally. That is 9.9% more people are using social media today, compared to 2021.
The average amount of time spent on social media worldwide is 147 minutes per day.
All this means social media channels are globally the greatest gateway to reaching your target audience – irrespective of the industry you are in. But apart from marketing, this also highlights the potential these platforms hold to serve your customers better.
In this article, we look into social media customer service, why and how your brand can improve the support it delivers to prospects and existing customers over the various platforms.
Social Media Customer Service Statistics
Social media customer service is a growing phenomenon that offers an easily accessible alternative to the crucial element of customer support – which was traditionally delivered over channels like live chat, email or phone calls.
Here are some statistics that prove the same:
Within 15 minutes, 59% of brand responses to user Tweets are made
When businesses don’t have a separate Twitter account for customer care, this figure falls to 30%
In 2021, Forrester forecasted a 40% rise in digital customer service interactions
Around 69% of Facebook users from the US who message brands directly, claim that doing so increases their trust in the company
40% of holiday shoppers claim that businesses that allow for messaging increase the likelihood of them making a purchase
On Facebook Messenger, 1 billion messages are sent and received each month between people and brands
For customer support, 64% of customers would prefer sending a message rather than making a phone call
18.7% of social buyers in the US completed their most recent transactions within the social app; it makes little sense for people and brands to look elsewhere for customer service when buyers are making purchases directly from social media
Banks that respond to social media customer service messages within an hour, rank higher
Answering complaints and customer queries on social media results in a 25% increase in customer advocacy
And that’s just tip of the iceberg; social media customer service is rapidly becoming the new norm owing to smart social media monitoring tools like Radarr making it simple to keep up with the conversations.
Social Media Customer Service Examples
While there are innumerable companies that have put social media customer service in place, here are some we absolutely love:
1. Morton’s Steakhouse
How should brands react to jokes and challenges on social media? Peter Shankman light-heartedly asked Morton’s Steakhouse to deliver a porterhouse steak when he landed at Newark airport. Morton’s had a whole meal including the 24 oz steak and shrimp ready at Newark, to greet him.
This is especially impressive as the logistics were tricky to pull off. The whole meal was prepared and delivered to the right location at the right time. All this effort is just to reward a loyal customer! The whole point of listening to social media customer support messages is in being able to surprise buyers in a very positive way building a company’s customer-friendly persona.
2. Starbucks
Starbucks has a very neat system to monitor relevant keywords of the brand, by using social listening. Not all posts on social media will tag the brand account, even if they mention the brand. This way they can reach out with relevant social media support responses whenever needed.
For example, if a buyer tweets randomly hoping Starbucks to reply, the social team can promptly respond with details to clear their queries.
3. Samsung
Samsung takes an interesting approach when interacting with customers. The story of Shane Bennett and Samsung is a great example of a good customer-business relationship. Shane Bennet, a loyal Samsung buyer, along with a drawing of a dragon, asked for a free unit of their soon-to-release product; a Galaxy S3.
Samsung sent a “No” along with a picture of a kangaroo riding a unicycle. Shane shared this on Reddit and the story caught on like wildfire. In response to this going viral on Reddit, Samsung Canada sent a customized Galaxy S3, with his dragon artwork on the back.
4. Sainsbury’s
Being one of the largest supermarkets in England, Sainsbury needed an active and accessible social media support system in place to meet customer queries and complaints. They set up a Twitter feed that answered a lot of customer support questions related to products, services and prices.
Sainsbury has real conversations with customers that are funny and interesting. The business goes beyond just marketing to have fun with the customers. If this doesn’t reflect positively on the brand then what will?! Both the support team and the buyers can develop an engaging and meaningful business relationship this way.
5. Nike Service
On Twitter, one of the best customer service accounts is that of Nike. Nike Service is a dedicated account that provides 24/7 support in seven different languages. Nike sets an example by approaching customer queries with a tone of concern and kindness.
When a customer posts a question which is unclear, the response remains kind and makes the customer feel comfortable and cared for by the support being provided. Even when the fault is on the customer’s side, providing support kindly, leaves a positive impression.
6. Zappos
Zappos gets that social media platforms are the primary location where buyers share negative reviews and complaints about brands.
They aim at turning this fact over its head, making Zappos a brand known for its exceptional social media customer support. Instant, effective responses to queries mixed with a casual and friendly tone are enough to make the name.
7. Lush
Even when your support team is occupied, social media self-service options could hold the fort when customers are in need. Lush does this by using Instagram Stories to answer doubts and common queries related to curbside pickup, packaging, and accessing product consultations when stores are not open.
They create story highlights so that customers can easily access info from their profiles. Some of the stories provide links for additional support and FAQ pages. This way buyers always have access to valuable support without even involving the support team.
8. Bollé Brands
Bollé Brands also ingeniously uses Instagram to provide social support. Their customer support experience makes use of the AR features of Instagram filters to let customers know what their frames look like on their faces. The customers can even get a glimpse of how it is to look through their polarized lenses.
They have even created new AR filters to virtually try on their ski goggles, during the ski season. This way, engaging social media services can be used to provide an engaging alternative to the normal in-store shopping experience.
9. JetBlue
A JetBlue customer complained on Twitter about getting static seatback TV during a four-hour flight, while the rest of the passengers got normal functioning TV screens. Instead of ignoring the tweet or coming up with excuses, they replied empathetically, asking him to DM them with his confirmation code to offer credit to compensate for his unfortunate experience.
The customer reacted to this instantly claiming the airline as one of the fastest and best customer services. What’s the takeaway here and from similar social media customer service examples? One of the benefits of using social media for customer service is that brands can put themselves in the customer’s shoes to empathetically and actively respond and compensate for their shortcomings.
10. Delta Hotels
What does your customer want from their experience with a business? Social media support can aid in alleviating even minor inconveniences a customer might have to construct a positive image of the business.
When a customer tweeted that the view he got from his Delta hotel room wasn’t nice, he was offered a better room with a better view, all within an hour, including a dish of sweets and a card from the staff waiting for him in his room.
This explains how social listening can be a handy tool. Your business’s popularity can grow organically when word gets around about your instant and dependable support.
11. Xbox Support
Xbox has a dedicated elite tweet fleet to tackle any issues customers post about on Twitter. They have posted more than 2 Million support tweets since the creation of the Xbox Elite Tweet Fleet’s inception in 2010. They have 27 support experts working hands-on to provide the finest social media support to their customers.
Their support team, besides the volume of interactions they have, provides follow-up messages after addressing issues. The level of commitment to your social media customer service can greatly impact the way your brand is seen. And Xbox is an excellent example of a fully committed social support provider.
How to Deliver a Good Customer Service On Social Media
1. Create Dedicated Accounts for Social Media Customer Support
In most examples above, businesses have a dedicated social media handle for customer support. Your customer service team is in a position to answer client queries faster than your marketing team can. This is the reason why creating a separate customer support social media handle is important.
By creating a dedicated social support account and adding links to this in your brand’s other social media profiles, you let people know where and how to reach out to you.
Even PayPal has a separate social media customer service account:
2. Find Conversations Relevant to the Business
Many will comment and post about your brand on socials without tagging. Some of these might want a customer service response, but you might not know if you are only looking at content where you are tagged in. You should find, monitor and respond to those comments and messages that are relevant to your business, even if the customer hasn’t reached out to you directly. This is where Radarr can help!
3. Set up Social Media Guidelines
Irrespective of the challenges in social media marketing, having a social media guideline can put your business on the right track. Align these guidelines with your brand values and the social marketing team, and cover things such as;
Tone
Response time for different channels
Answers to FAQs
Protocol for customer issues and escalations.
A permission management system and procedure for message approval
4. Expand the Idea of What Customer Service Is and Can Be
What qualifies as a customer support issue? Ask yourself that and identify how you want to use social media customer support with maximum effectiveness. Customer service includes anything and everything that makes buyers feel connected and comfortable with a brand. Keeping this in mind, expand your idea of customer service to make buyers feel comfortable interacting with your brand.
5. Be Proactive
Customer service accounts can be a great channel to share educational info and other resources. Be proactive by sharing how-to videos or sharing links to informative blogs by using social media monitoring to identify conversations. You can do this using platforms like Instagram. Help buyers learn and make the most out of their purchases. These strategies can reduce service requests significantly, making it easier for your social support team to do their jobs.
6. Use Chatbot automation
When repetitive questions pop up on socials, you will need chatbots to automate your answers. Smart automation can deal with common questions like “How long is the free trial?” or “What is your return policy?”, that come your way too often.
8. Be Quick
Response time becomes especially important in social marketing due to the fast-paced structure most social media platforms have. Social media experience is built around live feeds and hence the expectations of such platforms are different. People need faster responses to their queries on social media, and only by meeting this requirement can your business provide good social media customer support.
9. Use the Correct Tone
The tone of voice matters a lot as it greatly affects the impact of your social media support. In social media platforms where there might be certain limitations, this can prove a challenge. The easiest way to identify the tone you should have is to study what tone your customers use. Some brands even tailor the tone for each customer to sound more personal and interesting.
10. Address Customer Expectations
Buyers have different expectations from social media customer support offered by brands. For example, customers who pay more for service expect a better service experience. The service being provided can depend greatly on the team size. But still setting appropriate customer expectations and clearly communicating things like when your service team will be available, response time etc. can change how customers set expectations of your service.
11. Always Respond
This can sound simple but it is a rule that should be strictly followed. The questions that come towards your brand may not always be from your existing buyers. Only by responding to all queries and comments can you access all the potential that your social media customer support system can offer. If potential buyers don’t get the support they wanted, they would easily become disinterested in your business.
12. Use The Right Channels
The most effective social media support channel is the channel that works best for your brand goals. That being said, it’s best to be where your audiences are already at. You should monitor the channels where your brand is talked about often. This way you can prioritize those channels to provide social media support.
13. Have Private Conversations
Usually, customers contact you on social media platforms in the public sphere. When questions or queries that can be responded to better on a private channel come up, try to respond with a private message. These can be cases that need confidentiality, where information like booking number is involved. On mediums like Instagram where you respond with a DM, make sure you alert the customer to check their inbox.
14. Use Different Channels when It’s Necessary
Social listening and responding are important parts of social media customer service but not always an issue to be resolved online from a single channel. When complex issues rise up and require more than social media, transfer it to other mediums like email or a phone call. Getting transferred from one channel to another or from one agent to another can annoy people so communicating what the issue is and doing this in a seamless and justifiable way is important.
15. Make Use of Your Knowledge Base
Using a knowledge base for social media customer service has a lot of positives. It can help reduce support tickets, and make customer support faster and more effective, all contributing to creating a group of satisfied customers. Link knowledge base articles so that you can save a significant amount of time and make things easier for buyers.
For example, Shopify has an extensive help center to address common audience queries:
Level Up Customer Support Using Social Media
Social media support isn’t new.
Businesses like Xbox and Nike have been using them for a long time now.
As social media makes up most communication in the modern world, using social media for customer support and creating a good social media support strategy in place before the year ends, is a crucial step to take.
With Radarr, you can respond to social media comments proactively and consistently remain a dependable brand to your audiences.
Our social media monitoring tool helps you stay on top of all conversations, monitoring all digital channels proactively. But at the same time, it is our sentiment analysis tool that enables you to truly understand the sentiment of the consumers seeking support on social media, leading to better responses that create a positive brand image.
Want to explore how we improve social media customer service for brands?
The growing popularity of TikTok Shop and live selling has changed the marketing game.
This new way of selling products has proved to be one of the most effective ways of attracting consumers.
Understanding how this platform can benefit brands is essential. Therefore, looking into purchase motivators can be a helpful first step before deciding to start selling at TikTok. With the Radarr social listening platform, we analyzed conversations around TikTok Shop in Indonesia and found the motivations of people shopping on this platform.
Here’s a glimpse at how TikTok Live Shopping is evolving:
FIFA World Cup 2022 is afoot! Despite many controversies behind the event, it is still one of the hottest topics of conversation worldwide. What are the netizens’ topics of discussion surrounding World Cup 2022? Let us take you through the top online conversation themes per week in the next month! Check back on our website to be updated on the latest insights we have uncovered!
Insights for the first week:
Samurai Blue’s 2-1 victory against Germany was the most discussed match of the week! Japan, the #24 country in the FIFA world rank, managed to pull a stunning upset victory against Germany, the #3 country in the rank. Two late goals from Doan and Asano put the whole country in a roar!
Cristiano Ronaldo was the most mentioned player of the week. His goal in Portugal vs. Ghana is recorded in history as the first male player to score a goal in 5 different World Cups!
During the opening ceremony of World Cup 2022, BTS Jung Kook performed a captivating performance of “Dreamers.” The performance was discussed more than any matches or players!
#SAYTHEIRNAMES hashtag was trending on Twitter during Wales vs. Iran match. The hashtag represents Iran Protests 2022 for the death of Mahsa Amini at the Iran Moral Police.
#JIODOWN hashtag was trending during the first World Cup match between Qatar and Ecuador. The video-on-demand platform with the rights to live-stream World Cup matches experienced multiple issues, which left the fans enraged.
A deep dive into the social media marketing strategy of Tiffany & Co.
Tiffany & Co. is a fine jewelry and specialty retailer headquartered on Fifth Avenue in Manhattan. Charles Lewis Tiffany was a visionary merchant with a passion for the rarest and most extraordinary gemstones, and in 1837 in New York City, he founded Tiffany & Co.
The brand has grown into a world-class design house known for its innovative jewelry designs and expert craftsmanship. The company, which has 326 stores worldwide, was acquired by LVMH in January 2021 for $15.8 billion.
The brand is not only known for its fine jewelry, but it also pursues an extraordinary social media strategy. Active on Instagram, Pinterest, and Twitter, the brand has more than 1 million followers on each platform. The brand has proven that luxury brands have plenty of room to grow on popular social media channels and need not lose their appeal.
Take a deep dive into Tiffany & Co.’s social media marketing strategy and see what marketers can learn from this timeless jewelry brand.
Detail Analysis of Tiffany & Co.’s Social Media Marketing Strategy
We all know that Tiffany & Co. is a world-famous brand. But that doesn’t mean the advice is moot. Even small businesses can learn a lot from Tiffany & Co.’s social media strategy.
Tiffany & Co. on Instagram
The brand has 13.9 million followers on Instagram. With this we can be sure that the brand is setting the right example for every jewelry brand on social media.
Tiffany & Co. has a large following on Instagram, which can be accredited to the images they post. The brand’s images are beautiful, eye-catching and demonstrates the quality for which the brand is known. Brands let the images speak for the beauty of their products.
The images used by Tiffany & Co. are very compelling, but the brand uses the platform to enhance further buying decisions by featuring models and celebrities. Women feel confident, beautiful, and satisfied when they wear celebrity-approved jewelry.
Using social listening tools like Radarr can make it easy to identify relevant influencers for your industry.
In an industry where luxury is everything, brands often find it challenging to create unique content. But Tiffany & Co tackles this challenge with elegance just like their products. Their target audience on Instagram is young for which the brand has used modern marketing tactics such as reels and stories to bring fun and playfulness to their content while keeping the luxuriousness intact.
Most Instagram reels by Tiffany & Co. have more than a million views highlighting how all brands should harness the power of video marketing.
Insights from Tiffany’s Instagram Strategy
Focus on quality over quantity. Align your visuals with your brand’s core identity.
Generate more engagement and reach a wider audience with Instagram features like Stories and Reels.
Celebrity endorsements are undoubtedly an effective method of marketing for luxury brands.
Tiffany & Co. on Facebook
With over 10 million followers on Facebook, Tiffany & Co. uses the platform to take its brand to the next level.
Tiffany & Co. audience is present all over the globe and yet the brand actively engages with customer comments on Facebook. This clearly shows how the brand values each customer, further enhancing the brand’s reputation.
While interacting with your customers it’s important to understand their emotions behind online conversations. It’s where using tools for social listening on Facebook can help.
Tiffany & Co. harnessed the power of influencer marketing because collaborating with well-known figures in the audience’s circle of influence is critical in building brand credibility.
Insights from Tiffany’s Facebook Strategy
Today’s customers expect quick answers to their questions. Hence, marketers should reach them out on social media where they spend most of their time.
Interacting with your audience is key to building lasting connections and building trust.
Working with influencers gives your brand more credibility and makes it look more niche and luxurious.
Tiffany & Co. on Linkedin
The first thing that comes to mind is how relevant is Linkedin to luxury brands like Tiffany & Co. But to your surprise, Tiffany & Co. has more than 694k followers on Linkedin.
LinkedIn is more dedicated to building business and professional networks, so sharing business-related news is important. Tiffany & Co. used LinkedIn to highlight how the company achieved “zero net emissions.” Customers are more likely to buy from companies committed to a cause.
Tiffany & Co. significantly expanded its social reach by using employees as brand advocates. This increases brand awareness and employer branding which is what D2C brands use LinkedIn for 9 out of 10 times.
Your followers are always intrigued to learn about company insights. By providing an unedited look into what is happening inside the business, Tiffany & Co. has shown the human side of its brand. This is important for building trust and connection with customers.
Using social listening tools like Radarr can help you further deep dive into your Linkedin engagement metrics and create content that interests different demographic segments.
Insights from Tiffany & Co’s LinkedIn strategy
Build a strong network by sharing important industry/business news and updates.
Employee advocacy should be an important part of your LinkedIn marketing to build employer branding.
Showing behind the scenes helps you humanize your brand and connect with your audience on an emotional level.
Tiffany & Co. on Twitter
Twitter is a powerful tool for luxury brands to launch campaigns. Luxury brands using Twitter have increased brand awareness, brand preference, and purchase intent compared to brands that do not use Twitter. With 1.8 million followers, Tiffany & Co. is active in reaching out to its target audience on Twitter. Let’s see what the brand is doing differently.
If you look at the Twitter account of Tiffany & Co., you can see that the brand tweets 3-5 times a day. It’s usually a mix of suggestions, photos, and links to other social accounts.
Tiffany & Co. has created several successful social campaigns combining a memorable hashtag with captivating images and powerful text. #TiffanyEngagement is a recent campaign around which the brand has created a series of posts across different platforms that feature photos of their engagement rings designed to evoke an emotional response from their audience.
With social listening on Twitter, you can easily track ongoing conversations and trends, along with “emotion” or “sentiment” behind them so you can focus on things that led to positive sentiments.
Tiffany & Co. never misses an opportunity to share a photo of a celebrity wearing Tiffany’s jewelry at an event. Again, this is a great strategy for building credibility and making people feel confident in their buying decisions.
Insights from Tiffany & Co’s Twitter strategy
Stay consistent with posting on Twitter, for which you can use social media calendar
Use hashtags to promote upcoming events and featured products
Execute campaigns that evoke a sense of emotional attachment to the brand
Repost celebrities endorsing or promoting products to increase brand awareness, credibility, and visibility
Tiffany & Co. on Pinterest
The brand has over 3 lakh followers on Pinterest. The brand showcased its story and products on inspirational boards. Not only are brands using Pinterest to sell, but also to drive brand awareness and inspiration from their collections.
Tiffany & Co. has created different pins for different occasions which is a great way to help customers find items for specific occasions. For example, if you need to buy a wedding gift, click on the “Wedding Party Gifts” or “Wedding Celebration Ring” pins.
By making it easy for customers to find what they need, the brand has created a great customer experience.
Tiffany & Co. linked the visual content of their Pins directly to their website to drive traffic, increase conversions, and boost online sales. This is a great feature not available on other social media channels.
The brand uses relevant hashtags in its board descriptions which helps Tiffany & Co.’s target audience discover the brand and land on the right pages.
However, if you’re looking to create a better Pinterest marketing strategy for your brand it’s important to measure the effectiveness of your existing marketing strategy. It’s where you can use Radarr’s analytics capabilities to draw meaningful insights.
Insights from Tiffany & Co’s Pinterest strategy
Pins are an integral part of your marketing strategy on Pinterest. Create one that benefits your business.
Get more traffic by linking your website to attractive images on your Pins.
Use hashtags on Pinterest to help your target audience find your Pins.
It’s time to create an effective social media marketing strategy for your brand
Today, almost all brands are turning to social media to promote their products and services, leading to increased competition. Therefore, developing an effective social media strategy is no easy task. So to stay ahead of your competition, you need to understand your audience, track social media trends and your competitors, and glean actionable insights about how your audience is reacting.
This is where using social media analytics and insight tools like Radarr can help. This tool will help you with:
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