‘How 20 top UK retailers handle social customer service’ – ‘Econsultancy’ Blog
Christopher Ratcliff says, “Last week I took to Twitter posing as an ‘innocent’ customer and asked 20 of the UK’s top retail brands a variety of questions.
They were all pretty simple: “what time does my local branch shut?” “Can I return online purchased items to a high street branch?” “When will this item be back in stock?” Theoretically nothing any social media team couldn’t easily answer.
The purpose of this was to test the speed, responsive and helpfulness of these brands’ social customer service.
I also looked at whether each brand stated clearly that it was available for customer service, if it operated a separate customer service account from the main Twitter channel and whether it published its operating hours within its profile”.
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