Did you know that you can tweet Zappos Customer Service anytime, any day of the week and they’ll respond in minutes? If you not, let me introduce you to “@Zappos_Service” -- your exclusive resource for getting questions answered…right now.
When it comes to providing exceptional customer service, Zappos has long been recognized as an innovator (CEO Tony Hsieh literally wrote a book on the topic).
So, it makes sense that they lead the pack when it comes to serving customers on social media. They respond literally 100 percent of the time when customers send them questions on Twitter, far superior to the 14 percent response rate my company reported in a recent social customer service study. Zappos doesn’t just respond either. They start conversations and they scour the Twitterverse for opportunities to surprise and delight Zappos customers in need.
For example, this customer that was having trouble finding a pair of sneakers he liked. Luckily, the @Zappos_Service team was there to the rescue.
Recently, I had a chance to catch up with @Zappos_Service crew to find out exactly how they provide exceptional customer service in the social media context. Here’s what they had to say:
Does the @Zappos_Service team literally respond 24/7?
ZS: Just like our contact center, we are manning the @Zappos_Service twitter account 24/7. Our graveyard team takes care of responses in the wee hours of the morning. So we’re here to help, whether it’s a 3 a.m. fashion emergency, or a lunchtime shopping break.
Do you respond to questions that mention Zappos, regardless of whether they use the full @Zappos_Service handle?
ZS: We respond to anyone that mentions Zappos (and a few misspelled variations just in case, as well), as long as their account is public so that we can see the tweet. It can be a question about an order, a comment on an item they found on the site, a news article with our name mentioned, or even if they are just bored and want to have conversation!
What other tactics do you use to keep the experience awesome for your Twitter-azzi?
ZS: We try to showcase our team’s personalities, so we encourage back and forth between them and our Twitter friends about anything at all. Creating Fun & a Little Weirdness is Core Value #3, and we get a lot of opportunity to do this on Twitter. The team normally introduces themselves at the start of their block of time working Twitter, and will try to engage folks somehow. This could be anything from asking who’s excited about football starting to asking opinions on the greatest Prince song of all time.
Give @Zappos_Service a ring--they’re here to help day or night, rain or shine!