I got irked with Udi’s Gluten Free this morning and Tweeted about it. Within minutes, I had a response from Udi’s and within an hour, the situation was resolved and I am a happy customer.
The story is a great lesson in how to do customer service via social media. Here’s what happened:
I was on Udi’s website looking for details on a product. The email sign-up box included an offer of a coupon, so I signed up. But I had a problem printing the coupon. (That’s another issue — if you’re going to offer coupons via email, make them simple to get.)
So I posted a Tweet and it was answered almost immediately:
They invited me to private message them with additional details, and it only took a couple more messages to resolve.
Their strategy was simple:
- Monitor your accounts so you can acknowledge the issue as fast as possible.
- Apologize and offer to help.
- Take the conversation off the public forum.
- Resolve the issue.
What do you do when someone posts a complaint about your company on social media?