JanRezab / Blog

Founder & Executive Chairman of Socialbakers.com


Monthly Archives: May 2014

Simple way to minimize damage and exposure from social care: Speed!

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)

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:

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

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