What are you doing to “wow” your customers in terms of service? Great customer service can either retain your clients for life or push them out the door in a matter of seconds. Hopefully you know by now that if you’re present on social media, then your customers are expecting that someone will be there to answer their questions, whether you do or not. Customer service through social media can get tricky sometimes, especially with spam and different language inquiries. I came across an interesting case of customer service that I think we should all observe:
Mopar SuperCenter on Facebook is an online store that supplies car parts for a variety of Chrysler-manufactured makes and models. They’re very easy on the sell when it comes to Facebook marketing and mostly uses Facebook to engage with Mopar lovers and provide a place for people to show off their cars and parts. Scrolling down their page one day, I encountered this:
I don’t know French, and Mopar SuperCenter is based in the U.S. – South Carolina in fact – so I didn’t expect such a thorough response from them. I instant messaged Mopar SuperCenter (to which they instantly replied back, more great customer service) to ask them what happened and how they came to answer the foreign language inquiry. They didn’t have anyone capable of answering in French so did the next logical thing: Google translate what the question was to English, figure out the answer to their parts question and translate the answer to French and post it to Facebook. It only took them seconds and provided an amazing customer service experience for someone who may not have even expected a reply back. Truly impressive.
The moral of the story: not just are you supposed to be present and responsive in social media, it’s time to go above and beyond your usual boundaries to appease your customers, no matter where they are.
Customer service superheroes indeed. Really exceptional job guys!