Published: May 27, 2014
Here is a quick recommendation for brands to minimize damage from social customer care. I had a cool scene with @Uber_NYC. When I really need them to work, it didn’t. (Small background for those driving Uber: The driver just sat there for 15 minutes and did not move at all, then moved and probably stopped by for what seemed to be a bagel shop before even leaving to my place). Anyway, lets get to how Uber could have done a better job communicating:
First, I was extremelly nice, sent it to them directly (it just gets seen by his and my joined followers – which will be very few of them)
@Uber_NYC your driver had me wait for 20 mins before even getting out of bed probably, his car didnt even move!!!!!!
— Jan Rezab (@janrezab) May 27, 2014
Then, they didnt respond, so I sent it to all of my followers, this was much later
Other people started getting included in the conversation, quite heavy tech. influencers:
It was a happy end, but 3 of my additional tweets (& the urgency) could have been completely avoided:
@janrezab Hey Jan – So sorry for the delayed reply. We just refunded the cancel fee, and we’ll follow up with the driver.
— Uber NYC (@Uber_NYC) May 27, 2014
So brands, easy recommendation: Just try and respond quickly! Thanks to Dani from @Uber_NYC for the answer & refund, and big shame on @Uber the company not be more staffed in shifts (this is not Dani’s mistake, this is the company’s mistake and they should fix it).
My recommendation is this: Brands, if you provide 24/7 service (your stuff is available around the clock), make sure you have 24/7 customer care!
Here is Ubers Twitter customer care response rate according to our Socialbakers social media and customer care Analytics. They could be doing a lot better. And by coud I mean should