3 examples of customer service you can’t help but love
Customer service is a minefield. Take Lush. We all smell that smell and know that there’s a member of staff around the corner just waiting to pounce. Some love it. It shows willingness to help, understanding, and passion for the brand closest to their hearts. Others just want to go shopping without being totally harangued. At least they’re giving it a go though, right?
What’s amazing customer service to you? That’s the question we’re asking jisp users this month. Follow-up question: why does it matter? And is it all just a thinly veiled attempt at grabbing our cash? We say it’s the following; yes, and no. In that order.
Cards Against Humanity: Putting the U in RUDE
You’ve played it, and if you haven’t, give it a go. (DISCLAIMER: only do so if you’re difficult to offend). Cards Against Humanity was 2011’s crude remedy to political-correctness-gone-mad. If you didn’t think yourself an offensive person before, that probably all changed after a round of the black and white card game. That’s why people got off on it; it was surprising, hilariously funny and weirdly captivating.
So the team behind it were like… let’s make that the way we do everything. That’s why their customer communication is just about the opposite of what you’d ever expect. And despite a few haters, most people love it. It’s all over Reddit and Buzzfeed. Who’d have thought customer service could be so marketable?
Their head of comms said that, ‘Priority #1 is to fix the customer’s problem, but priority #2 is to make them laugh - sometimes at their expense, sometimes at ours.’ Seems to be working; they get something like 5,000 emails a day at peak times.
Check out their store here.
AO.com: Masters of keeping you in the loop
Ordering something big online can be a bit of a pain sometimes. When the brand doesn’t give you tracking info, it’s just the worst — especially when they don’t have the customer support to compensate, or a reasonable time slot for your delivery.
AO.com smash this out of the park. Feels like lots of brands settle for the bare minimum to keep their costs down. AO have realised that by putting their people first, success follows naturally. Their app, for instance, keeps you totally in the loop. You’ll never be left in the dark when it comes to your order; not in the slightest. Their CS team are attentive, knowledgeable, and happy to check in with you to keep your post-purchase endorphin rush on the high. They get that people make mistakes, and are incredibly forgiving. They’ll fix your order straight away if you’ve cocked up somehow, and won’t make a big thing of it. If you’re thinking of buying a new TV or washing machine, these are your guys.
Zappos: One step above online retailer, one step below personal butler service
We’re unlucky in the UK. We do have Brexit. We do have mass hysteria. And last but not least, we don’t have Zappos.
If your dream online retailer and your best mate had a baby, this is what it’d be like. They’ll go totally out of their way to make your shopping experience the best one you’ve ever had, every time. Rumour has it that each customer service rep has a per-customer budget they can spend on enhancing your experience to its fullest.
There are all kinds of stories — certainly too many to list here — but the bottom line is that when customers are treated right, they’ll shout it from the rooftops. And when people do that, the brand can strip back on their marketing (as that’s being done for them) and invest more in making their service even better. It’s a beautiful cycle.