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How to write a social media case study (with template)

Written by by Jenn Chen

Published on  October 10, 2019

Reading time  8 minutes

You’ve got a good number of social media clients under your belt and you feel fairly confident in your own service or product content marketing strategy. To attract new clients, you’ll tell them how you’ve tripled someone else’s engagement rates but how do they know this is true? Enter the case study.

Social media case studies are often used as part of a sales funnel: the potential client sees themselves in the case study and signs up because they want the same or better results. At Sprout, we use this strategy with our own case studies highlighting our customer’s successes.

Writing and publishing case studies is time intensive but straight forward. This guide will walk through how to create a social media case study for your business and highlight some examples.

What is a social media case study?

A case study is basically a long testimonial or review. Case studies commonly highlight what a business has achieved by using a social media service or strategy, and they illustrate how your company’s offerings help clients in a specific situation. Some case studies are written just to examine how a problem was solved or performance was improved from a general perspective. For this guide, we’ll be examining case studies that are focused on highlighting a company’s own products and services.

Case studies come in all content formats: long-form article, downloadable PDF, video and infographic. A single case study can be recycled into different formats as long as the information is still relevant.

At their core, case studies serve to inform a current or potential customer about a real-life scenario where your service or product was applied. There’s often a set date range for the campaign and accompanying, real-life statistics. The idea is to help the reader get a clearer understanding of how to use your product and why it could help.

Broad selling points like “our service will cut down your response time” are nice but a sentence like “After three months of using the software for responses, the company decreased their response time by 52%” works even better. It’s no longer a dream that you’ll help them decrease the response time because you already have with another company.

So now that you understand what a case study is, let’s get started on how to create one that’s effective and will help attract new clients.

How to write a social marketing case study

Writing an effective case study is all about the prep work. You’ve got to get all of the questions and set up ready so you can minimize lots of back and forth between you and the client.

1. Prepare your questions

Depending on how the case study will be presented and how familiar you are with the client to be featured, you may want to send some preliminary questions before the interview. It’s important to not only get permission from the company to use their logo, quotes and graphs but also to make sure they know they’ll be going into a public case study.

Your preliminary questions should cover background information about the company and ask about campaigns they are interested in discussing. Be sure to also identify which of your products and services they used. You can go into the details in the interview.

Once you receive the preliminary answers back, it’s time to prepare your questions for the interview. This is where you’ll get more information about how they used your products and how they contributed to the campaign’s success.

2. Interview

When you conduct your interview, think ahead on how you want it to be done. Whether it’s a phone call, video meeting or in-person meeting, you want to make sure it’s recorded. You can use tools like Google Meet, Zoom or UberConference to host and record calls (with your client’s permission, of course). This ensures that your quotes are accurate and you can play it back in case you miss any information. Tip: test out your recording device and process before the interview. You don’t want to go through the interview only to find out the recording didn’t save.

Ask open-ended questions to invite good quotes. You may need to use follow-up questions if the answers are too vague. Here are some examples.

• Explain how you use (your product or service) in general and for the campaign. Please name specific features.
• Describe how the feature helped your campaign achieve success.
• What were the campaign outcomes?
• What did you learn from the campaign?

Since we’re focused on creating a social media case study in this case, you can dive more deeply into social strategies and tactics too:

• Tell me about your approach to social media. How has it changed over time, if at all? What role does it play for the organization? How do you use it? What are you hoping to achieve?
• Are there specific social channels you prioritize? If so, why?
• How do you make sure your social efforts are reaching the right audience?
• What specific challenges do organizations like yours face when it comes to social?
• How do you measure the ROI of using social ? Are there certain outcomes that prove the value of social for your organization? What metrics are you using to determine how effective social is for you?

As the conversation continues, you can ask more leading questions if you need to to make sure you get quotes that tie these strategic insights directly back to the services, products or strategies your company has delivered to the client to help them achieve success. Here are just a couple of examples.

• Are there specific features that stick out to you as particularly helpful or especially beneficial for you and your objectives?
• How are you using (product/service) to support your social strategy? What’s a typical day like for your team using it?

The above quote was inserted into the Sprout Lake Metroparks case study . It’s an example of identifying a quote from an interview that helps make the impact of the product tangible in a client’s day to day.

At the end of the interview, be sure to thank the company and request relevant assets.

Afterwards, you may want to transcribe the interview to increase the ease of reviewing the material and writing the case study. You can DIY or use a paid service like Rev to speed up this part of the process.

3. Request assets and graphics

This is another important prep step because you want to make sure you get everything you need out of one request and avoid back and forth that takes up both you and your customer’s time. Be very clear on what you need and the file formats you need them in.

Some common assets include:

• Logo in .png format
• Logo guidelines so you know how to use them correctly
• Links to social media posts that were used during the campaign
• Headshots of people you interviewed
• Social media analytics reports. Make sure you name them and provide the requested date range, so that if you’re using a tool like Sprout, clients know which one to export.

4. Write the copy

Now that the information has been collected, it’s time to dissect it all and assemble it. At the end of this guide, we have an example outline template for you to follow. When writing a case study, you want to write to the audience that you’re trying to attract . In this case, it’ll be a potential customer that’s similar to the one you’re highlighting.

Use a mix of sentences and bullet points to attract different kinds of readers. The tone should be uplifting because you’re highlighting a success story. When identifying quotes to use, remove any fillers (“um”) and cut out unnecessary info.

5. Pay attention to formatting

And finally, depending on the content type, enlist the help of a graphic designer to make it look presentable. You may also want to include call-to-action buttons or links inside of your article. If you offer free trials, case studies are a great place to promote them.

Social media case study template

Writing a case study is a lot like writing a story or presenting a research paper (but less dry). This is a general outline to follow but you are welcome to enhance to fit your needs.

Headline Attention-grabbing and effective. Example: “ How Benefit turns cosmetics into connection using Sprout Social ” Summary A few sentences long with a basic overview of the brand’s story. Give the who, what, where, why and how. Which service and/or product did they use? Introduce the company Give background on who you’re highlighting. Include pertinent information like how big their social media team is, information about who you interviewed and how they run their social media. Describe the problem or campaign What were they trying to solve? Why was this a problem for them? What were the goals of the campaign? Present the solution and end results Describe what was done to achieve success. Include relevant social media statistics (graphics are encouraged). Conclusion Wrap it up with a reflection from the company spokesperson. How did they think the campaign went? What would they change to build on this success for the future? How did using the service compare to other services used in a similar situation?

Case studies are essential marketing and sales tools for any business that offer robust services or products. They help the customer reading them to picture their own company using the product in a similar fashion. Like a testimonial, words from the case study’s company carry more weight than sales points from the company.

When creating your first case study, keep in mind that preparation is the key to success. You want to find a company that is more than happy to sing your praises and share details about their social media campaign.

Once you’ve started developing case studies, find out the best ways to promote them alongside all your other content with our free social media content mix tool .

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6 Interesting Customer Service Case Studies to Inspire You

July 18, 2023

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An 11-year-old boy’s experience with LEGO customer service changed the company’s brand perception. It’s not only brought in more customers but also justified their lead position in the market. Here, we will discuss a few more interesting customer service case studies.

One good service can not just help one customer but also influence future customers. Reading others’ stories will help you understand ways to overcome new challenges.

I will start with some popular ones.

Popular customer experience case studies

Customer service is not just limited to providing product-related support anymore. We have passed the line way back. As the market gets more critical, everyone is running a few extra miles. Even the top companies in the field are not compromising anything. 

Let’s start with JetBlue’s customer service case study.

JetBlue sets an example of how you can use social media to provide excellent customer service. They have multiple teams at different levels that are active on Twitter. And there are many examples of it.

Here is one: Paul once tweeted that he couldn’t find Starbucks at the gate while boarding the flight. JetBlue immediately responded with an alternative, which was free for him.

Another challenge that JetBlue faced was the winter storm in early January of 2017 . They had to cancel a lot of flights at that time. And because of this, thousands of people were impacted.

The challenge here is that JetBlue cannot change the weather or ensure a safe flight during a storm. But they can provide up-to-date information.

So, they started to tweet updates about the storm and the flight schedule the whole time. As a result, even though the passengers were frustrated, they were happy with JetBlue’s service.

Zappos has a good reputation for providing the best customer support. And it has a lot of interesting customer service case studies. One particular service case created a lot of buzz in the market.

Zappos’s service agent talked with a customer for 10 hours in one call. And, surprisingly, Zappos took it in a positive way. The call wasn’t even about any service. 

This long call started with where and how that customer lives. Then, eventually, it turns into clothing and fashion-related conversation. Finally, the customer ended the call with the purchase of a pair of UGG boots.

It breaks all the records and wins a long-running battle. Which one is better, automated calls or live agents? And without a doubt, it’s the personal touch that steals the crown every time.

This customer service case study is a bit more heartwarming. 11-year-old James Groccia has Asperger’s syndrome. He was looking at an expensive LEGO set for his birthday. It’s the exclusive Emerald Night Train set.

James saved money for two years. The money came from his birthday gifts and his participation in research. But he was heartbroken when he found out that it was unavailable.

His mother looked everywhere possible. On Amazon, eBay, or any other platform, it was either out of stock or too expensive. Eventually, with the help of a social worker, James wrote to LEGO.

It was a huge surprise to James that LEGO wrote back. And not just that, they surprised him with the exclusive Emerald Night Train set just before his 11th birthday.

It wasn’t easy for LEGO as well. It was a discontinued set and a collectible. They had to track it down for him. This extra mile not only made that customer happy but also established a brand perception that cares about its customers.

WPManageNinja’s customer service case study

While we were looking for customer experience stories, we talked with our Support team head, Mr. Kamrul Islam , here at the WPManageNinja office. He shared a few interesting case studies with us.

“I made a full website using your table builder plugin.”

Our support team faces and solves a lot of interesting cases every day. So, from a lot of stories, we have chosen three interesting stories to share with you in this blog. And, we are not going to be technical here at all.

So keep reading.

Story #1: Fluent Form

Let’s start with a simple one. One of our clients creates a ticket with an issue through our Fluent Support helpdesk system . 

Ticket created from customer’s end

I am a Fluent Form user. And I want to create a booking form using your form builder.

Thanks a lot for contacting us. Let us get into it and see what we can do for you. We will get back to you ASAP.

Booking system plugins are typically used for appointment booking. However, our support team needs to find a way to use our form builder plugin to accomplish this task.

But instead of saying, “This is not possible,” to our client, they get to work. Started figuring out a workaround for this. For obvious reasons, a form builder cannot provide a booking system facility, but the team finds a way to use it as a basic date booking system.

Our support team used two date-picker blocks from our Fluent Form builder and used different blocks to pick the starting and ending dates. Our team got in touch with the customer and gave him the solution.

But the customer knocked again.

Ticket continue

I am happy with the solution, but I’m facing an issue. I picked one date from the “Start from” calendar drop-down, but I can still see the previous dates are active in the “End at” drop-down. I want it disabled.

Here is a screenshot.

We can certainly help you out with this. We will get back to you shortly with a solution. We really appreciate your patience, and thanks a lot for being with us.

As our support specialist stated, they provided a solid solution. They had to write some custom code to implement a new feature in the client’s system.

That customer not only gave us a 5-star rating for our service but also became one of our loyal customers.

Story #2: Ninja Table and Fluent Form:

Speaking of adding custom features, it’s one of the regular jobs for our support team. Support agents, from time to time, write custom codes to fulfill customer requests.

Once, we got another ticket about a dynamic integration between two of our products. And the request came in multiple layers.

Hi, I am ruining a multi-user-based site, and recently I purchased the Ninja table for my site. I bought this to list my users information in a single table. But after a few tries, I failed to do it. Can you help me?

Thanks a lot for connecting us. We can help you with your issue. We will get back to you ASAP with a solution. Thanks a lot for being with us.

Our support agent needed to create a table from the site’s SQL data that contained user information.

It was an easy fix. Ninja Table has that feature built-in. Our expert agent wrote a few lines of script to pull users’ information. It created a table from SQL data.

The tickets continue.

Now I can see all the users’ information in a single table. But now I want to display only logged-in user information in the table. The rest of the user’s information should be hidden for that user.

Sure, we can do that for you.

So, the support agent created a custom shortcode to embed the table on the display page. That custom shortcode restricted other users’ information to the logged-in user.  

But the client came to our support team again.

Hi, I’m very happy with the output. But now I need one more thing from you. I need another column in the table with a form link in it. If a customer clicks on it, it will open a new page with the form on it. And I need it to be prefilled with the information from the table. I don’t want my customer to fill out the form again.

We can certainly help you with this. Our engineers will get into it and get back to you soon with a solution.

Our support team has two challenges in solving this ticket.

• A table created using SQL data has a limitation. You cannot add a new column to the table without touching the SQL data. Altering SQL data is not a good idea at all. So, adding a new column in the table with a form link is difficult.
• Pull the data from the table to prefill a form with logged-in users data. And then make the prefilled input box uneditable.

Our team starts with the first challenge. We cannot create a new column without altering the SQL data. But then they figured out a way to replace particular data with the desired data. And in this case, the desired data is the form page link.

So, they used a column from the SQL data set that did not have important information. Using the custom scripting, they replaced the SQL-pushed data with the form page link. Part one is solved.

For the second challenge, our team used Fluent Form. They integrate the Fluent form with the Ninja table. With the help of some custom scripting, they were able to pull the data from the table into the form’s input box.

The client was really happy with the outcome. Just because of this service, the client bought all of our products. And there is no need to mention that the client became one of our advocates.

Story #3: Ninja Table

Customers can show you totally different use cases for your product. This particular story is the best example of this statement.

Hi, I am using your Ninja Table plugin on my site. I need to link a Google Sheet with the plugin. Is it possible?

Thanks a lot for connecting us. We have a built-in integration facility for Google Sheets in the table settings.

At this point, the WP Manage Ninja team sent a step-by-step video tutorial to show how to do the integration. and the client was happy with this.

But shortly after that, clients connected with our support team again with multiple queries.

I need your help to customize the table. I want to make it look different from a regular table. Specifically, I want to hide the header and border and resize the columns and rows. I also want to know if I can apply custom styling to the data from the Google Sheet and if an image inserted in the Google Sheet will appear in the table. So somehow, I don’t want it to look like a table.

Thanks again for connecting with us. All of your requests are possible. However, it would be helpful if we could have access to the site table on your site. This would allow us to provide you with a better suggestion.

The client shared a link to the site with the support team. The whole team was a bit confused.

Hi again. Thanks a lot for sharing the site link with us. But we may need a little more information about the site. And please specify where you want to put the final table. Also, can you please give us a link to the actual table?

I gave you the link to the table.

We are very sorry; you just gave us a site link. We cannot see any tables here.

That is the table.

May you please elaborate? What do you mean by that?

I made a full website using your table builder plugin.

After some inspection of the site, our agent realized our client had made a fully functional website using our table builder plugin. We were just amazed by this type of use case.

The client also linked the table with a Google Sheet, which we helped them with previously. This means that they do not need to log in to the WordPress dashboard to change any data.

The client can simply make changes to the Google Sheet from their phone, and our table plugin will automatically update the data on the site.  

This is so far one of the most unique and clever use cases we have seen for any of our products.

Takeaways customer service case studies

Up until now, we have shared six different customer service case studies. But these are not just stories. These case studies tell us what excellent service is. It teaches us how we can go the extra mile and how it can impact our customers.

Essential qualities of the best customer service reps

So, here are a few takeaways from these case studies:

• Be responsive. Respond to the customer, even if it’s a tweet. Be quick and efficient.
• Be helpful. Go above and beyond to help customers. This could mean tracking down a discontinued product, giving a refund, or even just sending a handwritten note. Personalization matters in customer relations. A good gesture could be to send customers gratitude notes that have been carefully crafted to suit their tastes. You can design cards , for instance, which gives you ample room for creativity and personal touch. Even when they don’t know it’s not required. This could mean offering advice, making recommendations, or just listening.
• Be transparent. Be honest with customers, even when it’s not good news. Customers always appreciate a direct response, even when they are angry.
• Be personal. Take the time to get to know the customer’s individual needs. This will help you provide more personalized service. Which will make them feel special.
• Be human. Don’t hold your personality back; let your human side shine through. Show that you care about the customer and their experience. This could mean using humor, being empathetic, or just being yourself. The personal level of connection is effortless. This will make your service seamless.
• Go the extra mile. Go above and beyond to help customers. This could mean tracking down a discontinued product, giving a refund, or even just sending a handwritten note. Whether you need to write custom code, provide training, or even just be a sounding board, let it be.
• Be creative. If you can’t find a solution, that’s fine. Go out of the box and come up with a new one.
• Be patient. Sometimes, it takes time to find the right solution that works. Be patient with customers and stay with them until they’re happy with it.
• Be open-minded. Customers may use your product in ways that you never intended. Be open to new ideas.
• Be impressed. Be amazed by the imagination and creativity of your clients. When you see customers using your product in a unique way, make sure to let them know how impressed you are.

Final thoughts

Being a tech support specialist or service agent is a challenging job, no doubt. A customer can come up with any type of issue. Hance, the service providers have to be sound enough to deal with any surprises.

The service-dependent industries are constantly facing a variety of cases every day. That’s why customer service case studies are a must-read for support and service providers. And, on the other hand, these stories can bring in new customers.

Start off with a powerful ticketing system that delivers smooth collaboration right out of the box.

Md. Ariful Basher

Hi, this is Abir, a web designer and full-time content writer passionate about psycho-thrillers and sci-fi. I focus on creating captivating content and visually stunning websites, ensuring a top-notch customer experience. Also, a food enthusiast!

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Social media as a service differentiator: How to win

Customer service today is a public affair. Poor service is no longer resolved in private through traditional call centers and email channels but laid bare on social media  with far-reaching reputational consequences—and opportunities—for companies.

Customers are not coming to social media just in anger or frustration, either. Customer behavior and expectations have been shaped by digital-first, fast-growing tech companies. People increasingly expect rapid responses 24/7, and social media is becoming a preferred channel for customer service interactions—and a challenging one. One survey found that when consumers have a bad experience, half will complain publicly on social media. And if they don’t receive an answer at all, 81 percent won’t recommend that company to their friends.

Companies are under greater pressure than ever to be present and responsive on their customers’ preferred social channels. Daunting as this may be, with the right strategy, organizational structure, processes, and empowered resolution teams, companies can use social media to drive positive brand experiences, as many leading companies have been able to do.

This article explores the challenges facing organizations as they shift toward using social media as a full-service channel and offers an approach to excel at delivering end-to-end customer service on social channels.

Shifting toward a full-service channel

In October 2021, there were 4.6 billion social media users worldwide, with 13 new users signing up to their first social media account every second. Social media is fast becoming a primary channel of communication and social interaction for many.

How customers engage with companies on social media is also changing. Previously, many customers turned to social media as a channel of escalation when more traditional service channels failed to address their concerns. Today’s customers are increasingly using it for general requests, queries, and feedback—even compliments.

As the only servicing channel with public exposure, the quality of servicing on social media can have a significant impact on brand perception. Social content can go viral quickly, potentially turning small or isolated customer service issues into PR disasters. The consequences can be more than reputational too: the most popular platforms have a high presence of industry regulatory authorities. It is not uncommon for disgruntled customers to tag these bodies in their posts, creating additional risks for businesses in highly regulated industries, such as financial services or healthcare.

Would you like to learn more about our Operations Practice ?

While there are clear risks associated with such a public channel of engagement, companies have much to gain from the effective and efficient use of this growing servicing channel—for example, asking for and obtaining public acknowledgment of a great experience. Customers also spend 20 to 40 percent more with companies that respond to customer service requests on social media. And companies that don’t respond to customers on social channels are losing customers year after year, with a 15 percent higher churn rate versus businesses that do respond.

Despite the growing business case for a dedicated customer service presence on social media, leveraging social platforms for this purpose comes with unique challenges, including different customer engagement expectations across platforms, the need for fast response times, unpredictable spikes in demand, skills gaps, and complicated workflow and technology investment choices.

Customer expectations vary across platforms. Social media is a catch-all term for several platforms, each with unique characteristics in terms of customer personas, demographics, and expectations. Twitter and the Facebook unit of Meta are among the leading platforms in the industry, and both have the biggest number of users in the 25 to 34 age group. However, Twitter’s second-largest age demographic is 35 to 49, creating an older overall demographic versus Facebook. Companies need to adjust their tone of voice, formality, and response times in line with the expectations of primary users on each platform. LinkedIn involves a more formal writing approach and sees higher engagement for B2B posts. Twitter has a 280-character limit, demanding friendly but to-the-point messaging. It also has a high presence of influencers, regulators, and authorities—raising the stakes for customer service teams to resolve issues efficiently. Facebook allows for casual, friendly interactions and awards companies with a “very responsive” badge on their Facebook page if they respond to 90 percent of their posts within 15 minutes.

High expectations for service response times. Customers expect a rapid response to queries and complaints made on social media. One recent study found that 40 percent of consumers expect brands to respond within the first hour, and 79 percent expect a response in the first 24 hours. However, there is a wide gap between customer expectations and company performance. Only around 50 percent of businesses are currently meeting service response time expectations.

Unpredictable service demand spikes. Social media channels are sensitive to a wide range of factors that can create spikes in customer service interactions. Among these is the risk that other customers and influencers will add their voice to complaints, creating a viral effect. Marketing campaigns, regulatory changes, market performance, and new product launches can all lead to sharp increases in customer service interactions too. Forecasting future demand to appropriately staff for customer service peaks remains a challenge.

Gaps between required versus available skills. Social media servicing requires distinct skills from more traditional service-channel staff, given the amplified impact of social media servicing and the unique expectations of customers across different platforms. The steep increase in year-on-year demand has made it challenging for organizations to hire staff with previous experience in social media servicing. Employees from other customer service departments such as complaints or assurance desks have transferable skills and can be retrained. However, even with the correct skills in place, the overlap between marketing and customer service teams means many organizations struggle to develop the appropriate governance structures for their social media service teams.

From speech to insights: The value of the human voice

Complicated workflow and technology investment choices. Effective social media servicing requires robust digital workflows enabled by fit-for-purpose technology, requiring leaders to make important technology investment decisions. Operating models should allow for a range of actions and responses, including identifying service-related posts, auto-allocating these to the appropriate servicing teams, authenticating posts, gathering information from customers, and providing instant resolutions on platform or off platform through callbacks or email.

Organizations that overcome these challenges can turn social media servicing into a win–win for their customers and their reputation—earning free, positive publicity for their brand while delivering a great customer experience.

Developing best-in-class social media servicing

Servicing customers on social media requires a different approach to traditional customer service. Leading organizations have mastered six key areas spanning service strategy, response time, resolution effectiveness, quality of engagement, technology enablers, and organizational structure and skills (Exhibit 1). The social media servicing excellence framework outlines best practices to deliver across the end-to-end customer servicing journey on social media, from data mining to final resolution.

Develop an end-to-end strategy defining platform presence and service windows. A well-developed strategy starts by defining the social media platforms on which the organization should develop a customer service presence, driven by considerations such as customer demographics, service expectations, and existing brand presence. Key decisions on service windows should be agreed upon and aligned to platform characteristics—will customer service teams have a 24/7, always-on scheduling system, a 12-hour service window, or operate only during standard business hours aligned to primary business markets, for example? Clear, user-friendly social media policies can be developed and published to educate customers on the service boundaries.

Match response times, tone of voice, and engagement to platform characteristics. The main drivers of customer experience include response time, resolution time and effectiveness, and customer engagement. Service-related posts should be acknowledged as quickly as possible to meet customer expectations; best-practice service windows operate 24/7 on key platforms, with the first response in less than 15 minutes. The target time frame to resolve basic queries is shorter than requests and complaints, which can take up to two days depending on their complexity. The formality of replies should be adapted for different platforms while remaining true to brand tone of voice. Customer engagement activities play a key supporting role in promoting customer service handles and dedicated social media servicing pages.

Define workflows and leverage supporting technology. The primary enablers of social media servicing include clearly defined workflows that guide the end-to-end journey from customer post to resolution, and appropriate supporting technology such as AI (Exhibit 2).

Social media servicing excellence dramatically improved a major bank’s customer service

A large bank in Asia adopted the social media servicing excellence framework to overhaul its strategy, processes, systems, and supporting technology, slashing response times by three-quarters and resolution times almost in half in the space of three months.

Key interventions included the creation of a social media servicing taskforce, customer-facing content, and dedicated servicing portals and handles. The team crafted platform-specific social media responses and dynamic templates based on behavioral psychology. It structured the organization in line with best practices, building a combined response and resolution team.

A highly empowered specialist workforce was set up to tackle high-sensitivity posts while advanced-analytics solutions were leveraged to optimize the end-to-end servicing journey.

Net result: in just six months, the bank cut response times by 75 percent and resolution times by 43 percent.

The best-practice workflow begins with 24/7 text mining of social media platforms to surface customer service requests in real time. Smart technology, such as intent engines, can automatically segregate simpler customer posts (which can be addressed through auto response with a reasonable degree of confidence) from more complex posts that require personal handling. Highly empowered social media servicing teams close out basic queries and low complexity requests, while more specialized staff manage influencers and sensitive posts. Text analytics provide a real-time cockpit view alerting teams to customer responses and follow-up requests. Tight integration between customer relationship management systems and social media platforms can help to ensure quick and smooth response and resolution. Designing these new workflows and technology in an integrated way helps ensure a consistent and smooth omnichannel customer service experience (see sidebar, “Social media servicing excellence dramatically improved a major bank’s customer service”).

Create a combined team for a seamless customer experience

Finally, as organizations design the right servicing strategy and shift gears toward implementation, it is important to design the right supporting organization structure. Social media servicing teams tend to sit within either the marketing or customer service teams. But the more successful examples illustrate that a combined response-and-resolution team tends to work best for social media servicing (Exhibit 3). While dual reporting lines can pose a challenge to combined teams, the benefits of single ownership and accountability for customer issues and a consistent messaging style usually result in a better customer experience overall.

Whatever structure and reporting lines are chosen, it is imperative to have empowered frontline teams that can use their judgment to make exceptions when needed. Teams should also have direct access to all relevant functions within the business to expedite and prioritize resolutions. Specialist teams can be trained to manage influencers and sensitive posts to minimize the risks of individual customer complaints creating reputational damage.

Reaping the benefits

Social media is expected to continue its shift toward a full-service channel, outgrowing some of the more traditional customer servicing channels over time. The high visibility of these channels means that getting it right is not only a matter of creating great customer experiences but it also can significantly boost a company’s reputation.

Getting it right is not simple. But with the right strategy and commitment, organizations can realize the immense potential and value of social media servicing: creating awareness and positive engagement with their brand, supporting customers to self-service through educational content and campaigns, and even converting potential detractors into promotors.

To create a best-practice social media servicing approach, organizations can consider the following principles:

• Develop an overarching strategy that clearly defines platform presence and service windows, aligned to platform characteristics and user expectations.
• Set clear goals around response times, ensuring all posts on key platforms are acknowledged within 15 minutes.
• Define target resolution time frames, relative to the complexity of the post. Basic queries should be resolved within 30 to 60 minutes, while complaints can take between 24 to 48 hours.
• Develop an appropriate tone of voice for use across different platforms, creating clear guidance for social media servicing teams and brand-appropriate response templates for automated responses.
• Leverage appropriate supporting technology across the end-to-end servicing journey, including AI, to perform key automatable tasks such as filtering high-priority or sensitive posts and monitoring customer responses.
• Set clear internal reporting lines to ensure a combined social media servicing team that brings together skills from marketing and customer services.

Avinash Chandra Das is an associate partner in McKinsey’s Bengaluru office, where Malcolm Gomes is a partner; Ishwar Lal Patidar is a knowledge expert in the Gurugram office; and Renny Thomas is a senior partner in the Mumbai office.

The authors wish to thank Amit Gupta and Tim Schenk for their contributions to this article.

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Social Media Customer Service: Best Practices and Examples

Social media has become a crucial channel for customer service, with more and more users turning to platforms like Twitter and Facebook to get their questions answered and issues resolved. According to a survey conducted by Sprout Social , 90% of surveyed customers have used social media to communicate with brands, and 34.5% of customers prefer social media for customer service over other channels.

In this article, we’ll explore the best practices and tools for providing excellent social media customer service, so you can ensure your customers are happy and your brand’s reputation stays intact.

Table of Contents

Why social media customer service matters.

• 1. Respond promptly: 
• 2. Personalize interactions: 

3. Use a friendly tone:

• 4. Provide helpful solutions: 
• 5. Monitor social media mentions: 

6. Continuously improve:

1. damaged reputation:.

• 2. Missed opportunities: 
• 3. Decreased customer satisfaction: 

4. Increased costs:

Social media has revolutionized the way customers interact with brands, with customer service becoming a critical component of the social media sales funnel . In fact, it can have a significant impact on your brand’s reputation and customer loyalty.

According to a survey, 83% of customers who have a positive experience with a brand’s social media are likely to recommend the brand to others. However, it’s important to remember that those who have a negative experience, are also likely to share their views within their network. This means that negative interactions on social media can quickly spread and damage your brand’s reputation.

Social customer service is a crucial aspect of modern customer service, and it can have a significant impact on your brand’s reputation and customer loyalty. By supporting your customers on social media, you can turn satisfied customers into brand advocates and even attract new customers.

Best tips for social media customer service

1. respond promptly:.

Responding to customer inquiries and complaints in a timely manner is crucial for providing effective social media customer service. Customers expect quick responses on social media, with 42% of consumers expecting a response within one hour. Delayed responses can lead to frustration and negative sentiment towards your brand.

2. Personalize interactions:

Personalizing social media interactions can help to create a more positive customer experience and build brand loyalty. Using a customer’s name, for example, can make the interaction feel more human and less robotic. Personalizing responses can also help to build rapport with customers and make them feel valued.

The tone used in social media customer service interactions can greatly impact how customers perceive the brand. Using a friendly and empathetic tone can help to defuse tense situations and make customers feel heard and understood. On the other hand, using a confrontational or dismissive tone can worsen the situation and damage the brand’s reputation.

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4. Provide helpful solutions:

Providing helpful solutions to customer inquiries and complaints is key to effective customer service in general. This means not only acknowledging the customer’s issue but also providing actionable steps to resolve it. Customers appreciate when brands go above and beyond to help them, which can lead to increased loyalty and positive word-of-mouth.

5. Monitor social media mentions:

Monitoring social media mentions of the brand is crucial for providing effective social media customer service. Brands should actively monitor social media channels for customer inquiries and complaints, as well as mentions of the brand in general. This allows brands to respond promptly and address any issues before they escalate.

Continuously improving social media customer service is essential for meeting evolving customer expectations and staying ahead of competitors. Brands should regularly gather feedback from customers and analyze metrics such as response time and customer satisfaction to identify areas for improvement. Additionally, brands should stay up-to-date on social media trends and best practices to ensure their approach remains effective.

Brands with great social media customer care

One of the best ways to learn about effective social media customer service is to look at examples of brands that are doing it well. Here are some of our favourite real-life case studies:

The Dutch airline, KLM, is known for its excellent social customer care. They have a dedicated team of social media agents who respond to customer inquiries and complaints on social media within 1 hour. KLM also personalized its social media interactions with customers by using their first names and signing off with the initials of the agent who handled the interaction. This personal touch helps to create a more positive customer experience and build brand loyalty.

Zappos, the online shoe retailer, is known for its customer-centric approach to social media customer service. The company has a dedicated social media team that responds to customer inquiries and complaints within minutes, 24/7. Zappos also goes above and beyond to surprise its customers on social media. Such as, by sending personalized thank-you notes and gifts to customers who mention the brand on social media. This approach has helped to create a loyal following of customers who appreciate the brand’s commitment to exceptional customer service.

JetBlue, the American airline, has won numerous awards for its social media customer service, including a “Social Media Genius Award” from Convince & Convert. The company’s social media team is known for its humour, empathy, and quick responses to customer inquiries and complaints. JetBlue also uses social media to proactively provide information and updates to customers during weather-related disruptions, which has helped to build trust and loyalty with its customers.

Nike, the global sportswear brand, has used social media to provide personalized customer service to its customers. The company has a dedicated social media team that responds to customer inquiries and complaints on social media within hours. Nike also provides product recommendations and personalized training plans to customers based on their fitness goals and interests. This personalized approach has helped to create a more engaging and positive customer experience, which can lead to increased loyalty and sales.

Consequences of poor social customer service

Customers expect instant and helpful responses from brands on social media, and failing to meet these expectations can have significant consequences. By understanding these consequences, brands can efficiently use social media to help their customers.

When negative comments or complaints go unanswered on social media, they can quickly spread and harm your brand’s reputation. Customers may see the lack of response as a sign of poor customer service, which can result in a loss of trust and loyalty. In addition, as previously mentioned, customers who have a negative experience with your brand on social media are more likely to share that experience with their followers and potentially with a wider audience. This can lead to a tarnished brand image and potentially lost business.

2. Missed opportunities:

Social media provides an opportunity to engage with customers and potential users in a meaningful way. Failing to respond to customer inquiries or complaints on social media can result in missed opportunities. To address customer needs, provide helpful information, and potentially turn dissatisfied customers into loyal ones. By being responsive on social media, brands can demonstrate that they value customer feedback and are committed to providing excellent customer service.

3. Decreased customer satisfaction:

Social media has become an important channel for customer support, and customers expect timely and helpful responses from brands on these platforms. Failing to meet these expectations can lead to decreased customer satisfaction and potentially lost business. Customers may feel ignored or undervalued if their inquiries or complaints go unanswered, and this can impact their perception of the brand as a whole.

Failing to address customer needs and complaints on social media can lead to increased costs. This can be because of handling customer issues through other channels, such as phone or email. This can also result in increased staff workload and potentially decreased productivity. By contrast, effective social media customer service, coupled with a virtual call center ,  can help to reduce the workload on other customer support channels and lead to cost savings over time.

To summarize

Social media customer service is becoming increasingly important for businesses that want to build strong customer relationships and maintain a positive brand reputation. By following these best practices, not only will businesses provide exceptional customer care but also delight their customers. It will also, help drive business success like it did for brands like KLM, Nike and Zappos. With the right approach and mindset, social media can be a powerful tool for building long-lasting relationships with customers.

Social media customer care works by taking advantage of your social to communicate and support both existing and new customers.

The best channels to use for customer care will depend on your audience and business. With the most common channels being Facebook, Instagram and Twitter.

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A Guide How to Create Social Media Case Studies that Convert (with Template)

As you already know, moving leads through the sales pipeline is no easy feat. In the world of digital marketing, it takes an average of 18-21 touchpoints to convert a lead. If you want any chance of pushing prospects down the funnel, you have to directly communicate the value of your product or service and one of the best ways to do this is with case studies. 

Putting together a compelling social media marketing case study is one of the most powerful strategies for attracting future customers or digital agency clients. But it’s not easy. In this article, we’ll go over the ingredients of a winning case study and how to deliver said case study in the most effective way. We’ll also include a template that you can go by. 

Let’s dive right in.

The importance of social media case studies 

There’s a lot of content out there. Your potential customers are constantly bombarded with whitepapers, e-books, 10-step guides, newsletters and unpalatable sales hype. To get the attention of prospects today you have to demonstrate your product or service’s value, not just talk about it. 

B2B buyers today don’t have time to interpret marketing messages that aren’t concise and relevant. That means that instead of aimlessly beating around the bush about how great your company is and how terrific your products are, you have to share the real-life experiences customers are having with you and your products. 

Traditional marketing tactics don’t work anymore. We already know that. People nowadays drive their own buying decisions through online research and the importance of social proof cannot be understated. 

About 57% of the customers will only use or buy a business service if it has at least 4 or five-star ratings. It should be noted however that reviews aren’t enough. In fact,  88% of consumers view ratings and reviews as a personal suggestion, not definitive proof of a product’s efficacy. 

Reviews are all well and good but if you’re marketing B2B software or agency services, creating in-depth, data-driven case studies is the way to go. Case studies are extremely effective in the consideration stage of the buyer’s journey when they are actively comparing solutions and providers to solve a problem they’re experiencing. 

As we already mentioned, your prospects are actively researching your products and there’s a 100% chance that they will stumble upon content from your competitors. Having relevant resources like case studies can cement your brand as an authority figure. 

Now that you know why case studies are important it’s time to tackle the creation process. 

The ingredients for a perfect case study 

1. detailed and full of data .

Have you ever read a case study where a business states they “doubled traffic” for the customer in their case study, and wondered if that meant they went from 50 to 100 visits or 5,000 to 10,000 visits?

The point of a case study is to highlight the exact ways your product or service has helped a customer. The most compelling case studies hit prospects in the face with how amazing your customers’ results were, meaning you need to include numbers. Lots of them. Here’s an example: 

Instead of saying “How client X got more sales thanks to us”, use “How client X increased their sales by X% in X days thanks to us” 

This step may sound like a no-brainer but it’s absolutely essential to use relevant data when crafting your social media case study, especially if you run a digital agency. Include statistics like a decrease in ad spend, an improvement in engagement or increase in organic followers.

It’s important to remember that not everyone is as familiar with analytics and KPIs as you are, so break down the complicated sections into digestible bits that anyone can understand. Provide context as you go along so the data flows with the overall narrative of the case study. 

Include some eye-catching visuals like picture proof or real-time dashboards so the reader can envision the positive potential of your product or service. 

2. A complete, compelling story 

Storytelling is a powerful marketing strategy that has stood the test of time. A great social media case study uses narrative techniques to put readers in the subject’s shoes. 

When crafting your subject’s persona, be sure to include: 

• Who is the sample customer, what do they do and why do they do it?
• What were the customer’s goals?
• What were the customer’s needs?
• How did you satisfy those needs and help the customer meet their goals?

As a rule of thumb, structure your case study by splitting up the main takeaways into three easy snippets: The challenge, the impact you had, and the outcome. This way you make sure that your case study isn’t all over the place and concludes with the reader being wowed. 

Furthermore, you want to carry the story through and show how your business helps your customers long-term. You want your product or service to become a cornerstone of your customers’ workflow, something they simply can’t live without.  When you conclude the “outcome” section of your case study, include ways customers can use your business further down the line. 

When it comes to creating a compelling story, throwing in some emotional benefits alongside the hard numbers is absolutely necessary. Did your solution improve workplace morale, free up time or overall take a load off of your subject’s shoulders? Ask for a quote from the case study subject to make things more personal and relatable. 

To really drive the narrative home, use quotes from your team as well. Any potential prospects will love discovering how your team overcame certain hurdles and delivered the end result. Interview your graphic designer or content manager and get them to break down the project into steps. This will help prospects further familiarize themselves with your organization and how your team thinks and operates, a connection that can help keep you top-of-mind when leads are ready to convert. 

3. Compelling visuals 

Using visuals and images to enrich the case study experience is a key element of a comprehensive marketing case study. But cramming in screenshots and haphazard designs is sure to have an adverse effect to what you were hoping for. 

You want your case study to be a joy to read and as such it’s important to keep a few key rules in mind:       – Write a catchy headline that gives a clear idea of what the case study is about 

• Leave plenty of negative space when arranging your visual elements. You don’t want a busy mess of visuals that’s hard on the eyes 
• Ensure that your visual elements compliment the data and written content of your case study. 
• Keep your target audience in mind. What kind of creatives would they be drawn to? What fonts, visual cues and tones would keep them hooked? It goes without saying to add your company’s unique branding as well. 
• The information you present should flow like a story. The graphic elements, along with the text should guide the reader’s eye through the study from beginning to end. 

To spice things up, consider adding multimedia elements such as videos, PDFs, and images to make the case study more engaging. 

When getting together the creative assets for your case study, be sure to include headshots of the actual customer, dashboards of results (graphs are great for visual storytelling) and screenshots of any social media posts that were created during the campaign (if relevant). 

You can use tools like Kontentino’s social media a n a l y t i c s tool to implement custom metrics and create stunning reports. 

Relatable to your target audience 

If you’re at the point where you’re sharing success stories, chances are that you know who your ideal customer is. When crafting a case study, you want to write to the audience that you’re trying to attract. The readers of your study will most likely be very similar to the customers you’re writing about.

People who will read your case study most likely have a decent understanding of what your business is and what you can offer. They’re already somewhere in the middle of your funnel and as such it’s time to take advantage of personalization . Now you may need to create multiple case studies tailored toward different audiences, but it’s sure to pay off in the long run. 

Reflect on the project you’re highlighting in the case study and think about who the customer was. What industry were they in? What kind of client were they? Were they visually-oriented? Did they appreciate heavy-handed analytical reports, a good story or a combination of the two? 

These insights can help you nail down the written tone and show potential clients that you understand their specific needs, are comfortable in their niche and can apply strategies in accordance to their use-case.

Different ways to deliver a social media marketing case study

If you just created an amazing case study that’s sure to knock readers’ socks off, you want people to find it. This means populating every channel at your disposal with your content so your potential customers can’t miss it. 

 Youtube is the second-largest search engine in the world and the platform’s algorithm holds the potential to show your video to a whole new audience. While YouTube’s algorithm is often iffy, writing a catchy title, detailed description and creating an effective thumbnail are good ways to keep your video in the algorithm’s favor. 

In addition, you’ll want to link your full case study in the comments and get viewers to land on your website. 

• Social media 

If you’re creating a social media case study, using social media to share said case study should be a no-brainer.

 Break down the content of your case study into bite-sized chunks for Instagram or Facebook, post analytics dashboards from the study on Twitter and link the study in a LinkedIn post to spice up your profile. The shareable nature of social media may lead to your case study going further than just your own site.

• Embedded in other types of content  

Case studies can also be embedded in other types of content like blog posts, newsletters, guides or ebooks. Go through your current pieces of relevant content and link to your case study to provide extra value. 

3 winning social media marketing case study examples 

Now that we’ve gone over the components of a winning social media case study, let’s check out some real world examples. 

1. “How ERA Belgium Provides Great Content for Franchise Businesses with Kontentino,” by Kontentino 

A thing to note regarding this case study is how Kontentino not only highlighted the impressive data but also how the product helped solve a core pain point for ERA Belgium’s franchises .

Highlighted in the middle of the case study is a bold quote from the client that helps solidify Kontentino’s KontentBase product as a must-have tool for franchises. When creating your own case study, consider your product and who’s needs it addresses. Align your customer quotes and data and results reports to match exactly what your target audience is looking for. 

The Konetino case study also includes a CTA at the end so any potential prospects could directly contact the support team.

2. “How an SEO Agency Helped an Artisan Bakery Increase Organic Traffic by 214%,” is a very well written case study by Semrush

This comprehensive case study by Semrush is a perfect example of pinpoint narrative structure and proper formatting. The study flows like a well-written story and guides the reader through the subjects, conflicts and resolutions without a hitch. The tasteful addition of dashboards and bullet points ties the case study up perfectly. 

3. “How Good Dye Young Increased Their Monthly E-commerce Revenue by 305%,” an impressive storytelling case study by Mailchimp 

This case study by MailChimp is full of personality and storytelling. While MailChimp did include impressive numbers, the centerpiece of this case study is the people. The subjects in the case study are referenced casually by their first names, their journey is explored in-depth and there’s no shortage of quotes from them. The imaging MailChimp uses only emphasizes the human side of the relationship between them and the customer. 

Keeping you on track with your social media case study 

So now you’ve got a solid idea of what a comprehensive case study should include and you’ve seen the techniques we’ve covered in action. Now it’s time to go over a full template to ensure you stay on track when creating your awesome social media case study. 

Social media marketing case study template 

Outline: Case Study Title

Customer: Customer’s full name 

Company: Company’s name 

Industry: The industry the customer operates in (if applicable) 

Video: Link to a video version (if applicable)

Author: Author’s name 

Case study title

A short introduction of the customer. 

 Be sure to highlight:

• The customer’s name and a little bit about them.
• Why you and your customer were a perfect fit 
• The key successes your customer had after working with you 

Introduce your customer 

In this section, provide a more in-depth overview of your customer. If it’s an individual, explain the person’s background in the context of your product/service. If it’s a business, talk about the company’s background, industry and any recent successes or milestones they have had. 

Describe the problem 

Explain the challenge or opportunity your customer faced before they did business with you. This could be either a reactive reason (i.e. the customer had an issue that needed to be addressed) or a proactive reason (i.e. there was an untapped potential that was unleashed by working with your business).

Why (Customer Name) Chose (Your Company)

In this section, speak about the decision process of your customer. Speak about how they discovered you, your possible competition and what made them ultimately decide to do business with you.

How (Your Company) Responded 

Here, explain what happened once your business started working with your customer. What was addressed first, and why? How did your customer feel about working with you in the early days?

The Results

In closing, speak to the results your customer saw after working with you. This section can be supported by statements, quotes, visuals, graphs, and metrics. Whatever you decide to include, be sure it illustrates how much of an impact your company made on your customer. 

Call-to-Action

Use this section to move your readers down the funnel. Add a CTA that encourages readers to either join your newsletter or get in touch with your sales team.

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How to Write a Social Media Case Study: A Handy Template for Agencies

When you’re talking to prospective clients during the sales process, they may want to see proof that you can achieve the results you’re promising them. So why not show them an example of your past achievements?

A social media marketing case study that’s full of persuasive data and client quotes is the perfect way to demonstrate the success customers can expect if they enlist your services.

Though it may take some time to produce, a well-put-together case study is worth the effort. In this article, we’ll explain how to create a social media success story, with some key things to include. And to help you get started, we’ll provide you with an example based on one of our own case studies.

Using quintly, you can automate the whole process of social media data collection , and use the data you’ve collected to create compelling marketing reports and case studies. Learn more about how to collect and analyze your clients’ social media data in a single platform.

What is a social media case study?

A social media case study is an in-depth exploration of one of your biggest client success stories. It describes how you helped them solve their problems and reach their goals.

Often, case studies focus on a specific campaign designed to achieve a certain result. Perhaps your clients wanted to improve ROI on social media by 20%. Or, maybe they were struggling to make an impact on Facebook and looking to improve performance on that channel.

The case study should be based on conversations with your clients and include lots of quotes from them throughout. It should also include evidence and data to back up the claims.

You can publish case studies on your company’s website or blog, and share them with leads as part of your sales funnel.

How to write a social media success story

A customer success story must be relatable, persuasive, and interesting enough to make sure that prospective leads will actually read it. Every marketing case study is different and will follow your client’s unique business and story. While there’s no one-size fits-all approach, there are some elements we think are important to include. If you’re not sure where to begin, here’s a few ideas to get you started.

1. Reach out to your client

First, you need to ask the right clients to participate in your case study. Choose a company that came to you with a specific problem or goal, and with your help has been able to overcome challenges and achieve great results.

Ideally, the featured business should be similar to the ideal clients you are hoping to attract , so that potential clients can relate to their problems and desires.

You’ll need to reach out and make sure they’re happy for you to feature them in the case study, and don’t mind investing some of their time. It may take a while for all the decision-makers to agree and sign off on the project, so allow plenty of time for this process. Once you have their agreement, you can start preparing to interview them.

2. Conduct an interview for your case study

The client interview is one of the most important steps because their feedback will become the backbone of the case study. 

You could send your client over a list of questions and ask them to respond by email. However, it’s better to set up a conversation with one or two representatives from the company , either by phone or video call, so you can have a more natural conversation and get deeper insights.

It’s important that you don’t go into a client interview cold. Being prepared means doing your research so that you won’t waste your or your client’s time.

Before the call, send over your questions so that they can start thinking about their answers. You should also request any assets or information you might need for the case study, such as the company logo and images you’ll want to use.

Ask lots of open-ended questions that elicit detailed responses. Try to cover every angle so you won’t have to go back and forth later for further clarification.

Here are a few example questions:

• Why does social media matter for your brand?
• What were your biggest challenges regarding social media marketing?
• How have our services helped you overcome those challenges?
• What’s changed in your social media and marketing strategy since we began working together?

Check that it’s ok to record the call so you can focus on the conversation and not have to worry about taking notes. A transcription software such as Otter.ai (available with a free plan) can help you record audio and transcribe it.

3. Compile data from social media analytics

Along with customer quotes, backing up your good work with social media data will go a long way. 

When it comes to persuading new clients that you’ve got what it takes to help them overcome their challenges and reach their objectives, there’s nothing more convincing than hard data.

It shows that your past campaigns have objectively performed well, and you’re not just interpreting your results as positive. And, it builds trust with prospective customers because it shows that you’re committed to tracking your own progress and keeping yourself accountable. 

Graphs and screenshots also help to make your case study more engaging. You can use them to break up big chunks of text with visuals.

Select the most eye-catching and impressive metrics to include in your case study. If you are using a social media platform such as quintly, you can take screenshots from your dashboards to illustrate the points you’re talking about.

You can include some data comparing your client’s performance with their competitors. 

For example, the graph below shows that even though Barcelona FC and Real Madrid shared roughly the same number of posts on Facebook in the selected period, the Catalan football club had a higher Interaction Rate than its rival:

You can also contrast the client’s current numbers against past results to show the improvement. 

For example, the following graphs show a month-to-month increase in FC Barcelona’s Interaction Rate on Instagram. 

Retrieving high-quality data and presenting it in an easy-to-understand format is essential for creating an effective case study. And, it can shape the way your case study is going to look, depending on what specific data points you decide to focus on. So make sure you have all the necessary metrics and dashboards set up before you begin writing your content. 

4. Write your case study

When you’ve got your client’s responses to your questions and you’ve picked out some key data points to include, it’s time to focus on the content of your case study.

To write an engaging case study, you must first grab the reader’s attention with a great headline that’s brief and clear. It can also mention the company name and a specific result they achieved.

Your headline could be something like: “Company A achieves X% increase in social media conversions with help from Y campaign”.

As a subheading, summarize the contents of the case study in a single sentence so that even those who don’t read the full article will get an idea of what you achieved.

Format your case study as a story with your customer  as the protagonist. This can help to grab the reader’s attention and take them on a journey with you.

When telling the story, remember to: 

• Describe where they began – the problems they were facing and the goals they wanted to achieve.
• Explain what tactics you used to help them, and why you decided on this strategy.
• Talk about how these tactics began to improve their results and bring them closer to hitting their social media KPIs and increasing ROI.
• Keep the focus on your customer , using their own words to describe the situation.

Style and formatting matter . Your case study should be informative yet easy-to-read. So use conversational language and make sure the tone of voice is in keeping with your brand and appealing to your target customer.

Bullet points, short paragraphs, and images are good to break up the text. Make sure quotes and impressive statistics stand out, and cut down unnecessary words from quotes to keep them on-topic.

Case study example

At quintly, we use case studies to highlight the outstanding results that our customers have achieved. 

For inspiration, you can read our social media case study on Benefit Cosmetics and how they increased their engagement by 50% using our platform.

Let’s go through this case study step by step so you can use it for creating your own.

1. Write a headline and a summary

The headline must attract people’s attention straight away. We did this by mentioning the company name, and a specific result achieved: 50% increase in engagement.

We’ve then summarized the case study in one sentence providing a key takeaway of what our client was able to achieve.

2. Provide background on the company

Who is your client? What do they do, and who is their target customer? Giving some background on your client will help readers relate to them.

Here, you can see that we provide some basic stats relating to the company and what the brand believes in.

3. Highlight key results

Select a few of your most impressive metrics and make them stand out. We’ve chosen three metrics here that clearly demonstrate the success of our campaign.

4. Describe the problem or challenge

What wasn’t working well for your client before they contracted your services?

In our case study, we used quotes from Toto Haba, Senior Vice President of Global Digital at Benefit to highlight the critical need for the company to produce great content and engage its audience through social channels.

We explained the problems they were facing, and how using quintly helped them overcome them.

In your case, it could be that your clients don’t have enough expertise in data tracking to effectively analyze their social media campaigns and create new strategies.

There may be various ways in which you've helped your client get better results, so don’t be afraid to talk about them here, using direct quotes as much as possible.

5. Conclusion

You can close your report by summarizing once again the benefit that your clients has achieved. 

Or, you can use another quote from your client’s team, as we have done in our case study:

Collect and track data for your success stories

Collecting and analyzing data for case studies doesn’t have to be a hassle.

With quintly, you can automate the whole process and access a wealth of high-quality metrics and dashboards. 

Our tailor-made analytics solution for agencies can help you get amazing results for your clients on social media and have everything you need to put together your client testimonials. 

So start automating your social media analytics now!

Related Categories

Vivien magyar, 7 tips for using social media reporting data to tell a story to your client, how to build an engaged audience on tiktok.

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Social Media Customer Service: Best Tips and Tools

It can be a struggle to provide quality, efficient social media customer service, but its more important than ever before.

Social media customer service is the practice of using social tools to resolve customer questions or concerns.

Social customer support is highly effective because it allows customers to reach your team on the platforms they already use.

That’s right: if you really want to offer best-in-class support to your audience, you’ve got to offer more than a P.O. box or telephone line. The standard in 2023 is that brands offer omnichannel, 24/7 support. Meet your people where they’re already spending their time.

That might mean responding to Tweets, fielding Facebook Messenger comments, addressing Instagram comments, or practicing social listening. Social media customer service can be a lot , for sure, but done right, it’s a powerful way to make sure your clientele feels heard and cared for.

Manage all your messages stress-free with easy routing, saved replies, and friendly chatbots. Try Hootsuite’s Inbox today.

Social media customer service stats

Why should you incorporate social media customer service solutions into your business plan? It’s simple: People want brands to offer social media customer support.

• People and businesses exchange 20 billion messages (!) a month on Facebook Messenger alone
• Social media messaging grew 110% over the pandemic as the preferred method of customer service communication
• 49% of organizations make social customer service the responsibility of the marketing team
• 40% of consumers expect brands to problem-solve in the channels of their choice (e.g., Instagram Messenger)
• 53% of respondents in a Facebook IQ survey reported that they’re more likely to buy from a company that offers customer service via chat (such as WhatsApp)
• Messaging channels reduce the cost of customer interaction by 60%
• Live Chat is the preferred digital communication tool for 43% of customers
• 50% of consumers say that a timely response to their customer-service questions influences their decision to make a purchase
• Consumers spend 20-40% more with companies that are responsive to questions and complaints on social media
• 40% of consumers expect a response within an hour when they reach out to a brand on social media; 79% expect to hear within 24 hours
• 80% of customers wish that companies responded more quickly to customer service problems
• 47% of consumers have increased their usage of digital communication tools this past year
• 59% of consumers are willing to pay a premium in order to receive ‘outstanding’ customer service
• 40% of consumers say having multiple options for communicating is the most important customer service feature for a business
• 77% of people agree that good customer service is vital to earning their brand loyalty

Are all these numbers making your head spin? Here’s the TLDR of it all: marketers are leaning into social customer service hard in 2023:

How to have good customer service on social media: 13 essential tips

Delivering great social media customer service is a layered approach. It can be defined as a pyramid: one based on a foundation of organization and skills.

You can be as nice as you’d like to an unsatisfied customer on Twitter, but to truly offer best-in-class service on social, you’ve got to get the whole team on board and build a robust customer service strategy where no detail has been left unconsidered.

1. Set expectations

Your overarching social media customer service strategy should start by defining your platform presence and service windows. What hours will you be available on Twitter versus Facebook? What response times are reasonable for your team and respectful to your audience?

It’s a good idea to align these goals to platform characteristics. For an always-on, quick-and-chatty site like Twitter, a brief-yet-fast response is going to be valued more than on Youtube.

Your team should have time goals for acknowledging social media posts (e.g., “Thanks for your message… our support team will be in touch within 24 hours”) and for resolving basic queries.

Once you’ve locked in your internal time expectations, let your audience know, too. “We’re online 9 a.m. to 5 p.m. PST to help!” or “We respond to all customer service requests within 20 minutes” lets consumers know what to expect and alleviates frustration before it can begin.

2. Set up a dedicated handle for social media customer support

Your customer service team can likely address client questions faster and in more detail than your social marketing team can. The social media and customer service stats above show a customer service Twitter account is more likely to respond within 15 minutes.

That’s why it can be a good idea for brands to use separate social media accounts to offer social media customer service solutions. For example, Hootsuite uses @Hootsuite_Help , which is run by the support team.

This helps filter out support and service issues from your primary channel. It also ensures you assign the right teams to monitor the right types of incoming public messages.

If you create a dedicated social channel for customer support, include that handle in your brand’s other social profile bios. This lets people know where to reach out for support-related requests.

People will still use your main social marketing handles to contact you with support and service issues. They might simply use the brand handle they already know rather than looking at your main profile to check for a support account.

If a service request comes into your main social channel, pass it along to the right team and respond from your support account.

3. Find and monitor conversations relevant to your business

Of course, many people will also post messages about your business online without tagging any of your social accounts. Some of these posts might warrant a customer service response.

That means you can’t wait to be tagged in social media customer support requests. You need to monitor conversations about your brand. Then you can respond to customers who have a service issue—even if they didn’t reach out to you.

4. Create social media guidelines

Social customer support has different challenges and opportunities from social marketing. But it’s no less important to have social media guidelines in place.

These should align with your company values and with the social marketing team.

Your brand guidelines for social customer support should cover things such as:

• Tone of voice
• Answers to frequently asked questions
• Protocol for escalations or other customer issues
• A message approval procedure and a permission management system
• What to do in a social media crisis

5. Be proactive

If customers regularly have the same questions, that’s a clue you need to provide some self-service information resources.

Your social media customer service channels are great places to share educational content. For example, you could create a how-to video or best practices blog post.

It’s all about helping customers learn how to get the most from your products.

If you offer an online service, you could also post updates about any known service issues.

How do you assign different shipping rates to different products? Different countries and regions? How do you incentivize customers with free shipping over a certain value? How do you— Answer: It all starts with your shipping profiles. https://t.co/WdYTUc0P0J — Shopify Support (@ShopifySupport) February 23, 2023

These resources will help reduce the number of support requests that come in. They’re also an easy place to refer people with simple support questions.

Pinned posts and Instagram Stories highlights are great places to provide self-help resources.

6. Manage customer expectations

Customers don’t expect all companies to offer the same levels of customer service on social media. The world has very different expectations for a mom-and-pop shoe store versus, say, Amazon.

How companies use social media for customer service will vary based on the size of the available team, but whoever you are and whatever you can offer, the most important thing is to set customer expectations appropriately.

Make it clear when your service team is available (Apple, for instance, is available on Twitter from 5 a.m. to 8 p.m. PST), and how long it might take you to respond. If there are other resources they can use to get answers faster, let them know.

7. Always respond

This may sound obvious, but it’s a rule not all companies follow.

People asking questions about your brand on social media may or may not be your customers (yet). Answering all questions on social channels shows that you have responsive customer service. This proves to potential customers that you care about your clients’ needs.

Even if someone suddenly posts a question about the comfort of your shoes on a meme of Rhianna, it is customer service’s job to confidently let them know: yeah, they’re comfortable.

A potential customer who reaches out for support and doesn’t get it will likely move on to your competition instead.

8. Respond quickly—with templates for common questions

Simply responding is not enough. When customers reach out to brands on social, they expect a fast, friendly response.

Your Facebook Page reveals right upfront whether you respond quickly to customer messages. If you respond to 90% of messages and have a response time of 15 minutes or less, you’ll get a Very Responsive to Messages badge.

Your social customer service may not be available 24/7, and that’s okay. You just need to set customer expectations appropriately.

Make your social customer service hours of availability clear. Let customers know when you’re going offline. Provide links to self-help solutions. Direct them on how to reach other customer service channels (like your call center) in the meantime.

On Facebook, use Away Messaging to provide an automated response when your social customer support team is offline. Messages received during your Away times don’t count towards your Very Responsive status.

You can also use Instant Replies on Facebook to send a canned response to all initial messages— Quick Replies are a similar feature available on Twitter, available through select partners . This is especially useful during busier-than-normal times. You can set customer expectations in terms of when you’ll be able to reply personally.

You can find step-by-step instructions on how to set up both Away Messaging and Instant Replies in our Facebook Messenger guide .

Instagram has a similar feature called Saved Replies. You can pre-write answers to common questions so you can reply quickly with just a couple of taps.

9. Try a chatbot for common service requests

Chatbots are a great way to offer basic social customer service 24/7. Always-on capability was the top benefit of AI-powered chatbots in a survey of global banking and insurance customers.

Source: Heyday

Chatbots can give customers the information they want immediately. That’s an important resource when your team is offline. Bots tend to work best for simple questions that you get often. Learn more about FAQ chatbots here .

10. Take public conversations private

Customers may contact you on social with questions or requests that would be better addressed through a private channel. For instance, you might need confidential information like a booking number or account name.

On Facebook, you can respond to a public comment with a private message. This takes the conversation to Facebook Messenger , where you can interact more confidentially. Below the customer’s comment, just click Message to respond privately.

Once you send your message, a note will appear under the comment that says, “Page responded privately.” This shows other users that you addressed the request, even though your response is not visible.

Bonus: Get a free, easy-to-use Customer Service Report Template that helps you track and calculate your monthly customer service efforts all in one place.

11. Analyze your social customer service regularly

Your social media customer service is an opportunity to learn and get better… but it’s hard to see progress if you don’t take a step back every once in a while.

Taking a big-picture look at your social customer service—whether weekly, monthly, or annually—is a chance to recognize patterns and see what problems come up again and again. It may also be an opportunity to identify what roadblocks are slowing down your service team… or see who your customer-service superstars are and what they might be able to teach the rest of the crew.

With Hootsuite , your social customer service team can work smarter with the help of reporting and intelligence. Seamlessly collect feedback, set customer service level targets, and distribute CSAT surveys to get immediate insight into what’s working and what isn’t. You can also track efficiency through the time and number of touches it takes to resolve inquiries—by individual, team, or region.

12. Take the high road

There are going to be some wild emotions flying through your social media customer support queue, but good customer service (on any channel) never stoops to anger or frustration. You are calm, cool, and collected at all times.

While this is obviously an important element of business in any capacity (the customer is always right, etc, etc), online, there is the added risk of a snarky comment or clash getting the ol’ screenshot treatment. Even in private messages, your best and most graceful behavior is essential. If a customer (or troll) is getting under your skin, reach out to your team for backup and guidance.

When in doubt, remember this old chestnut: if you can’t say anything nice, don’t say anything at all.

13. Add a personal touch

Responding to people by name (“Thanks for letting us know your quesadilla wasn’t cheesy enough, Brian!”) and signing off with your name or initials helps humanize an interaction.

Even the spiciest of interactions can be diffused by reminding the other person that there are real people reading their comments on the other side of the internet.

If it’s a fit for your brand voice, humor, emojis, or gifs might even be a fit for social media customer service responses.

Social media customer support examples

Let’s look at how companies use social media for customer service with some real-world examples.

AdobeCare is Adobe’s dedicated customer support account on Twitter. Not only does its profile description point users to the support forum (“Need additional help? community.adobe.com”), but it has a pinned tweet right at the top of the page that points to three different ways to get more help.

Need a hand? We’re here to help! @/📩 -Check out the official Help Center 👉 https://t.co/R0nr73NoV4 -Visit our Community Forums page for more discussions ➡️ https://t.co/f8Ncnj9Hsk -For our Server Status & more → https://t.co/ILcKyJd79n — Adobe Care (@AdobeCare) December 9, 2022

The music-streaming app Spotify fills its Twitter feed with how-to guides that address common questions… like how to make collaborative playlists.

These preemptive FAQ posts double as a message board for users to share related problems. In a best-case scenario, someone who’s having trouble with a shared playlist may even find an appropriate solution from someone else who shared a similar issue.

Want to make playlists with your friends? Check out our easy step-by-step guide ⬇️ and learn how to collaborate and listen together. Get to know Spotify better by following the Spotify Tips+Tricks podcast: https://t.co/WeTVzr0BMu pic.twitter.com/kfVkCquUrF — SpotifyCares (@SpotifyCares) February 23, 2023

Don’t wait for a customer to ask you something directly… a general comment can still be an opportunity to share relevant information.

Online jewelry retailer Mejuri saw that one fan made a wistful comment about sizing on a recent post. Though the customer wasn’t asking for a response, the fact that Mejuri’s customer service team acknowledged the post was a powerful signifier that the brand is listening and cares about its followers.

Domino’s Pizza

Any pizza chain worth its salt has to be ready to serve a late-night crowd… so it makes perfect sense that the brand would invest in a chatbot to deal with ornery 11 p.m. pizza questions. Send a Facebook Messenger note, and you’ll receive an instant reply reassuring you that a real person will be in touch soon but that a human is available by phone if you need assistance immediately.

The auto-response also addresses Domino’s most common questions: how to order a pizza and how to send a complaint.

Social media customer service solutions and tools

Being able to see all your incoming comments and DMs in one place can be a huge time-saver.

A social media dashboard like Hootsuite allows teams to consolidate all their social inboxes: deal with mean YouTube comments and sweet Instagram questions, and respond to a perplexing Twitter mention on a single site. Across SMS, social media, WhatsApp, live chat, and other apps—get a unified view of your customer service channels and never keep a message waiting.

Here’s how Hootsuite can help you with social media customer service in four key ways.

1 . Manage all your social messages in one place and assign them to different teams with Inbox

With Hootsuite Inbox, you can bridge the gap between social media engagement and customer service like never before — and manage all of your social media messages in one place . This includes:

• Private messages and DMs
• Public messages and posts on your profiles
• Dark and organic comments
• Emoji reactions

… and more.

The all-in-one workspace makes it easy to: 

• Track the history of any individual’s interactions with your brand on social media (across your accounts and platforms), giving your team the context needed to personalize replies
• Add notes to customers’ profiles (Inbox integrates with Salesforce and Microsoft Dynamics)
• Handle messages as a team with intuitive message queues, task assignments, statuses, and filters
• Track response times and CSAT metrics

Plus, Inbox comes with handy automation that will save you tons of time:

• Automated message routing
• Auto-responses and saved replies for frequently asked questions
• Automatically triggered customer satisfaction surveys at the
• AI-powered chatbot features

2. Identify conversations that require a service response with Streams

Not all customer complaints or questions (or compliments, if we’re being optimistic!) are necessarily directed right at you. Sometimes, people air their grievances for the world to see without expecting anyone at the company to notice or care. But with social listening, you can set up ongoing searches for keywords and mentions, so you never miss a chance to make things right.

With Hootsuite’s keyword streams, it’s easy to set up multiple search terms across a variety of social media platforms. Maybe you’ll search for your (untagged) business name or nicknames that people have for your company (for instance, McD’s instead of McDonald’s) or common misspellings of your products or brands (La Croy instead of LaCroix). Results will be compiled in one easy-to-read place in your Inbox, where you can respond directly or assign to another team member to handle.

3. Store and share reusable support content with Content Library

Use the Hootsuite Content Library to store, organize, and share pre-approved social customer care content. This helps improve response times while keeping things accurate and consistent.

https://youtu.be/G4LoyLQEpc8

Freshdesk is a cloud-based customer support software by Freshworks that helps businesses manage customer queries and issues and integrates with Facebook and Twitter. It offers features like ticketing, collaboration, automation, and self-service, streamlining support processes for both agents and customers. It’s a solid option if your social presence is limited to Facebook and Twitter and/or if social media is not at the front lines of customer support for your business.

Pro tip : Hootsuite supports a Freshdesk integration. With the Freshdesk Hootsuite app , you can manage your social media channels as well as your support tickets from one location.

In the Hootsuite dashboard, you can…

• monitor your ticket feeds
• create, edit, and respond to tickets
• convert social conversations to tickets.
• filter by name and date created

Currently, Freshdesk only works with Facebook and Twitter.

Google Business Profile

Brick-and-mortar business owners know that having a Google Business Profile is a key part of the modern customer experience. Though it’s not an all-in-one customer support dashboard, it offers multiple ways to connect with customers and address their concerns, including:

• Helping your business appear in local search results, enabling potential customers to access essential info like contact details and hours of operation.
• Providing a space for customers to leave reviews, which in turn allows you to address their concerns, acknowledge their feedback, and improve your services. This also contributes to your brand monitoring efforts.
• Featuring a Q&A section where customers can ask questions and receive answers from you or other customers. Timely responses can boost customer satisfaction.
• Letting customers reach out to you directly through messaging.
• Informing customers of timely updates such as limited-time offers, holiday hours, business news, and more through Google Posts.

Pro tip: Google Business Profile integrates with Hootsuite . Manage and respond to messages from the same dashboard you run your other social media customer service on.

https://www.youtube.com/watch?v=qe0O2nSi-DQ&embeds_euri=https%3A%2F%2Fapps.hootsuite.com%2F&source_ve_path=NzY3NTg&feature=emb_yt_watermark

Save time building an efficient customer support system on social media with Hootsuite. Respond to questions and complaints, create tickets from social conversations, and work with chatbots all from one dashboard. Try it free today.

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Stacey McLachlan is an award-winning writer and editor from Vancouver with more than a decade of experience working for print and digital publications.

She is editor-at-large for Western Living and Vancouver Magazine, author of the National Magazine Award-nominated 'City Informer' column, and a regular contributor to Dwell. Her previous work covers a wide range of topics, from SEO-focused thought-leadership to profiles of mushroom foragers, but her specialties include design, people, social media strategy, and humor.

You can usually find her at the beach, or cleaning sand out of her bag.

Christina Newberry is an award-winning writer and editor whose greatest passions include food, travel, urban gardening, and the Oxford comma—not necessarily in that order.

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A Comprehensive Dive Into Social Media Marketing Case Studies

Nowadays, social media goes far beyond chatting with friends on Facebook. Where we’re all connected online, it’s more than just a way to keep in touch with friends. Business owners all over the world are finding it to be an extremely useful tool.

Think about how social media has changed over the years. In the beginning, it was all about talking to your buddies online.

But as time passed, it became a big deal for companies too. Now, it’s a key part of integrated marketing campaigns for all sorts of businesses, no matter how big or small. It helps them connect with the people who might want to buy their stuff.

Social media marketing has grown into something really important for people who want to sell stuff. It’s a cool way to talk to potential customers and get them interested in what you’re selling.

To prove how powerful social media can be, we’ve put together some awesome social media case studies about how it has changed everything.

So, let’s know more about it!

Listen To The Podcast Now!

The significance of social media case studies.

Before we delve into the specifics of these social media case studies, it is imperative to underscore the vital role they play in the realm of digital marketing.

A Social media marketing case study serves as tangible, real-world evidence of successful strategies, offering invaluable insights and actionable takeaways applicable to businesses of all sizes.

Case studies are like beacons in the digital marketing world as they provide a clear path forward by showcasing what has worked for others.

These real-life success stories serve as a source of inspiration and guidance, offering a roadmap for businesses looking to harness the power of social media.

The Influence of Social Proof

As inherently social beings, we often find ourselves seeking assurance from the experiences and achievements of others when making decisions.

In the same way, social media case studies provide a compelling form of social proof, instilling confidence in potential clients by demonstrating the viability of specific strategies.

When consumers see concrete evidence of how a particular social media strategy led to success for a business, it not only validates the effectiveness of that strategy but also builds trust.

This trust is a critical element in the decision-making process for consumers, making them more likely to engage with and ultimately support a brand.

Decoding the Science Behind Successful Social Media Marketing

Airbnb’s spectacular ascent.

In the annals of business history, Airbnb’s meteoric rise from a struggling startup in 2008 to a global hospitality juggernaut is nothing short of remarkable.

This particular case study on social media serves as a quintessential illustration of how Airbnb harnessed the power of user-generated content and tapped into the emotional resonance of travel to create a viral sensation.

Airbnb’s journey is not just a success story; it’s a masterclass in the art of storytelling through social media.

By encouraging users to share their travel experiences through captivating photos and videos, Airbnb not only engaged its audience but also created a sense of community. This sense of community is a potent driver of brand loyalty and advocacy.

The lesson from these social media case studies is clear: storytelling is at the heart of effective social media marketing. It’s not just about promoting products or services; it’s about crafting narratives that resonate with your audience on a personal level.

Navigating Challenges through the Lens of Social Media Marketing

Mcdonald’s “our food, your questions” campaign.

Even titans like McDonald’s, one of the world’s most iconic brands, encounter public skepticism. Facing questions about the quality of their food, McDonald’s responded with the “Our Food, Your Questions” campaign.

This insight, among other social media case studies, delves into how the fast-food giant used transparency and active social media engagement to rebuild trust with consumers.

McDonald’s recognized that addressing consumer concerns head-on was not just a PR move but a strategic decision. By openly addressing questions and concerns about their food, they demonstrated transparency and a commitment to quality.

This level of transparency resonated with consumers, fostering a renewed sense of trust.

Well! In the quest for social media success, having the right tools at your disposal is paramount. Socinator offers a comprehensive solution for automating, managing, and optimizing your social media campaigns. With Socinator, you can!

Let’s know how Socinator can help marketers to create a powerful impact on multiple social media platforms in just a few clicks!

Socinator: Your Social Media Partner

While we’re on the topic of effective social media strategies, it’s essential to mention Socinator—a powerful tool that can enhance your social media marketing efforts.

Socinator is your partner in optimizing and automating social media campaigns across various platforms.

Here is what Socinator offers to its users:

• You can schedule posts to be published automatically on a specific date, so you don’t have to post them yourself, especially when you’re busy.
• Socinator offers automation capabilities for a variety of tasks, including commenting, liking, following, unfollowing, following back, and reposting.
• Additionally, the tool assists you in discovering and extracting hashtags, identifying target audiences, and with the posting of profile pictures.
• With Socinator, you can efficiently handle numerous accounts, remove posts, block followers, send out broadcast messages, and engage in live chats.

Now, let’s continue exploring more insightful social media case studies that showcase the potential of social media marketing.

Small Enterprises, Monumental Successes

Blendjet’s ingenious instagram-first strategy.

BlendJet, a portable blender company, captured the imagination of Instagram users worldwide with their creative and engaging content.

This social media case study highlights the potential for even modest-sized enterprises to flourish in the digital arena when armed with a well-crafted social media strategy.

BlendJet’s success story underscores the importance of understanding your audience and choosing the right platform for your brand. Instagram, with its visually appealing format, was the perfect canvas for BlendJet’s marketing efforts.

This strategy helped them reach a global audience and fostered a vibrant and engaged community of users.

The Metrics of Social Media Triumph

Hubspot’s data-driven odyssey.

HubSpot, a recognized leader in inbound marketing, embarked on their social media journey with data and analytics as their guiding stars.

This particular case study on social media elucidates how HubSpot meticulously employed metrics such as engagement rates, conversion rates, and customer lifetime value to fine-tune and optimize their social media campaigns.

HubSpot’s approach is a testament to the power of data-driven decision-making in social media marketing. In a world flooded with data, it’s crucial for you to know which metrics matter most to your business.

Tracking key performance indicators (KPIs) and analyzing the data can provide invaluable insights into what’s working and what needs improvement.

Also Read 11 Social Media Marketing Ideas for Non-Profit Charity Organization 5 Remarkable Marketing Campaigns for Your Brand Schedule Instagram Posts For Consistent Success

Unveiling Trends and Innovations in Social Media Marketing

Tiktok’s explosive evolution.

TikTok, the trailblazing short-form video platform, took the world by storm with its innovative approach to content creation. In this social media case study, we embark on a journey to understand the meteoric rise of  TikTok and contemplate its profound implications for the future of social media marketing.

TikTok’s success is a testament to the power of embracing emerging trends. In an ever-evolving digital landscape, staying ahead of the curve is essential.

TikTok’s emphasis on short, engaging videos tapped into the changing preferences of a younger audience. Businesses that adapt to new platforms and formats can gain a competitive edge in the market.

Extracting Insights from Social Media Case Studies

Key takeaways to supercharge your social media strategy.

After immersing ourselves in the captivating narratives of these social media case studies, it is essential to distill the key insights that can invigorate and enhance your own social media marketing efforts.

From the art of storytelling to the science of data-driven decisions, these case studies offer an abundance of actionable wisdom.

As we wrap up our exploration of these social media case studies, let’s summarize the key takeaways that can elevate your social media strategy:

• Storytelling Matters: Craft compelling narratives that resonate with your audience.
• Transparency Builds Trust: To foster trust, it is important to address any concerns in an open and transparent manner.
• Platform Fit: Choose the right social media platform for your brand and audience.
• Data-Driven Decisions: Use metrics and analytics to refine your strategies continuously.
•  Embrace Trends: Stay adaptable and explore emerging trends to remain relevant.

Having a strong online presence is crucial for business success in digital world. Social media case studies are like success stories and guides that can inspire and help you navigate the ever-changing world of social media.

As you embark on your own social media journey, remember that these case studies aren’t just tales of success; they’re like maps showing you the strategies to succeed in the exciting and always-changing world of social media marketing.

Social media is a big, ever-changing place. To do well here, it’s not about luck; it’s about making smart choices, being creative, and staying flexible as trends shift. So, get ready for your social media adventure.

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3 Case Studies of Social Media Customer Service Done Right

This is making it easier to connect one-on-one with anyone, anywhere in the world, and businesses are no exception.

The same tools that are used daily by hundreds of millions of people around the world in the form of Facebook, Twitter and other social media platforms are available to companies looking to better connect with their customer base, quickly changing what used to be a difficult task into a simple, intuitive matter for public relations professionals and potential customers alike.

Social media customer service is a problem

A study  was conducted to see what the top 25 top retailer’s reaction on Twitter was in the real world to customer service inquiries. It found “ six of the 25 retailers didn’t reply to any of the analysts’ customer service inquiries ” over a 24 hour period.

According to F.C. Tucker Company , Inc., about fifteen per cent of young customers (16-24 year old) prefer social media over any other channel for customer service while (based on 2012 STELLA Service Study ), most customers trying to reach biggest retailers using Twitter fail to hear back. That’s your huge competitive advantage!

These examples are appropriate whether you’ re an individual looking to better connect with your favorite business or a company wanting to bring your customers deeper into the fold ,

Here are three examples of social media customer service done right that are sure to get you headed in the right direction:

 1. The Corcoran Group

Active on Facebook , Twitter, YouTube, FourSquare and Gowalla, The Corcoran Group serves as a shining example of making a real estate business front and center via social media.

If the core goal of a real estate professional utilizing social media is to attract buyers and sellers interested in working with them, the social media network created by The Corcoran Group, the largest residential real estate firm in New York City, gets the job done, and well.

Their social offerings provide a means of searching for nearby homes for sale or rent by city and neighborhood, helping users to connect directly with an agent in order to discuss sales and purchasing options.

With the release of an iPhone and Android app, The Corcoran Group is truly reaching out to its customers, both existing and potential, on every medium possible. This logically connects them to more people, more often, promising to help them to continue to grow well into the future.

2. Pottery Barn

Boasting nearly one million fans, the Facebook fan page of home furnishings outlet Pottery Barn is a testament to the power of social media in engaging customers, serving as an online home for the company that is unrivaled, even by its own official website.

Serving many purposes for its staff and customers, Pottery Barn’s Facebook page is a recognizable entity of its own, drawing in more potential customers than a retail outlet ever could.

While marketing materials and positive discussions abound on the page, Pottery Barn’s Facebook presence serves customers first and foremost.

Agents are available to address customer concerns within minutes, proving the power of a public platform in bringing customer service to the forefront and setting Pottery Barn a notch above its competition in its willingness to be open and transparent with its clients.

Proving that old dogs can, indeed, learn new tricks, 50-year-old travel company Eurail has transformed itself from a trusted brick and mortar train travel business into an entity on the cutting edge of social media.

Taking the time to interact with customers on a one-on-one basis every day, Eurail utilizes Facebook and Twitter in its efforts to connect with travelers, whether they have pre-sales questions or a problem during a pre-planned trip.

With tens of thousands of fans and followers within its social media network, Eurail has created a dedicated team of travel professionals to handle the Facebook and Twitter accounts, allowing them to provide fantastically timely responses to every query.

Known today as one of the most social media-friendly and technologically savvy travel companies in the world, there can be no doubt that Eurail’s willingness to dive into the latest social trends has helped to propel them forward.

 So What About You?

Have you seen any other example of social media customer service done right? Please share them in the comments!

Guest Author: Ann Smarty is the social media enthusiast and co-founder of Viral Content Buzz, the free social media exchange platform 

Image by Big Stock Photo

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Case Study: How Hilton uses social listening to win customers

• Brand monitoring
• Social Media Monitoring

In this social listening case study, we explore how Hilton uses social listening to provide a perfect customer experience, make killer marketing campaigns and build relationships.

Hilton Case Study

Social customer support, social marketing insights.

Hilton is one of the most famous hospitality brands in the world. Hilton Worldwide owns twelve portfolio brands that include over 4,100 hotels and over 680,000 rooms in 91 countries. With that many customers scattered around the world, Hilton is challenged with providing the most convenient channels of communication.

In this social media case study, I wanted to explore how Hilton uses social listening. Unsurprisingly, more and more Hilton guests are heading to social media to voice their concerns, require customer support, ask for recommendations, or give a praise to the staff. Hilton had to find a way to follow their customers and decided to build a social listening strategy to always be on alert and respond whenever, wherever to whomever.

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On average, Hilton Hotels receives about 1.5 thousand Twitter mentions every day. Most of them are related to special offers promoted by tourist companies, advertising, news, and guests sharing pictures and tagging the location. As you see, most of these mentions do not require an immediate response.

The Positive Sentiment appears to be more common among social media users than Negative when talking about Hilton, which is good news for them!

And the most popular platform of discussion for them is, unsurprisingly, Twitter.

So let’s see if Hilton takes these insights into account when building its social media strategy.

Oftentimes people post about their positive experience in Hilton: they show their cosy room or a beautiful view, they thank the staff for their services publically or simply say how happy they are with their trip. This kind of mentions doesn’t require a response per se, but acknowledging positive experiences of your customers makes a brand seem more humane, genuine, and caring. Moreover, if your customer has some kind of social media following, chances are your response won’t go unnoticed. That’s why it’s a good idea to acknowledge your customers’ positive mentions. And Hilton does it perfectly!

But it’s not all roses and peaches: as with any big brand, there are occasional complaints. And in hospitality, complaints from clients are extremely important. You can deal with a broken toaster later, but if your living space is not in a satisfactory state, it becomes your top priority. That’s why time is extremely important here.

Messages like this one are not just a customer service issue — they can potentially damage the reputation of the brand. That’s why it’s extremely important to respond to them as soon as possible. The disappointed guests need an immediate answer — and if they don’t get one, they will be even harsher with their critique. The average response time for a brand to reply on social media is 10 hours, while the average user will only wait 4 hours.

On average, Hilton Hotels answers 3.3 tweets in one hour, and the average time between a tweet and a response equals 37.3 minutes (after analyzing 872 tweets during one month).

That’s the power of social listening. It enables Hilton’s social media team to react and engage in real time, depending only on manpower. Hilton made a decision to combine their social customer support with call centre and in-app support through Expion tool to make their customer service experience perfect.  

“We took a different approach than a lot of companies. We want to help our guests no matter how they come to us. No matter how they want help — in the app, at the front desk, or on Twitter. We are there where they want us,” Vanessa Sain-Dieguez, ‎Social Business Lead & Strategist for Hilton Worldwide notes.

Hilton’s guest service center is housed within their call center. Their social team monitors all Twitter mentions around the clock and aims to engage with guests within 30 minutes of a tweet being sent.

Hilton monitors all its brands and hotel level Twitter accounts and looks for what is being said and when to engage. Even if a guest tweets about Hilton, but doesn’t identify them by their handle, Hilton will pick up on the tweet and respond. Monitoring untagged mentions is extremely important. For example, here’s a comparison of the number of tagged and untagged mentions.

“We want to be available to the customer wherever they are. It just comes down to customer preference, whether they want to tweet our main account or one of our hotels, or don’t @ us at all — and monitoring it all,” remarks Sain-Dieguez.

From the very first response, Hilton aims to resolve all issues within 12 hours, which is an incredibly robust resolution timeframe given that Hilton’s customer service has to communicate with hotels around the globe.

“We recently had a guest who arrived in her hotel room and tweeted a picture of her closet that was not a standard size. Her dress was pooling on the ground, and she wanted it to remain wrinkle free for her meeting the following day. We saw that tweet come through, and within an hour had her in a new room with a full size closet,” Sain-Dieguez explains.

But it’s not just about one time reaction. Hilton uses social listening across different platforms to gather valuable insights for their overall brand strategy. They ensure that guest experience gets turned into actionable insight. All guest comments become part of their reporting. That feedback is then bubbled up to the brands who use it in their strategic planning.

The feedback Hilton gets from social media not only informs their managing strategy, but also enhances their marketing campaigns. For example, while I was working on this article, Hilton launched a new marketing campaign titled Expect Better which gathered a lot of buzz for the brand. But the mentions of the campaign don’t always include the official hashtag #ExpectBetter or Hilton’s twitter handle. By monitoring words associated with the campaign, for example, such combination as Hilton + Kendrick, their social media marketing team is able to observe and analyze conversations around the campaign and evaluate its success.

Hilton Suggests

Hilton Suggest is one of the favourite subjects for a social listening case study among marketers. Why? Because it's a unique ideas that successfully uses social listening in a creative way.

For Hilton, social listening is not just a helping hand to inform their marketing strategy, it is the core and essence of the social media marketing strategy. Thanks to social listening, they were able to create @HiltonSuggests.

Hilton Suggest campaign goes beyond reacting to someone else’s social posts and takes initiative. The main idea behind the campaign is to aid people without any ulterior motives to make a sale. Many marketing specialists say that brands today find themselves in the age of sincerity and authenticity. Millennials and generation Z who grew up with the Internet are no longer convinced by straightforward in-your-face advertising, they want to engage and build relationships. That’s exactly what Hilton Suggests does. But what is it exactly?

Hilton Suggests is a helpful concierge, available for everyone travelling to or around more than 115 cities worldwide. Launched in 2009, the Hilton Worldwide initiative is a collection of Hilton employees who volunteer their best local advice with the aim of surprising and delighting travelers on Twitter.

The unique service isn’t based on customers tweeting to @HiltonSuggests and asking for recommendations. Instead, the inquiries are found strictly through social listening for anyone who’s planning a trip to one of the participating cities, and not just Hilton guests. Based on thorough research powered by social listening, the team created specific listening rules to find and reach travelers who might never expect to hear from Hilton.

Sabrina Callahan, director of social media planning and integration at Hilton says that after years of social listening, Hilton developed a “travel excitement” layer of keywords in early 2017 based on past tweets and team member feedback. With that research, Hilton compiled “a rather lengthy list of words and phrases that people use while sharing excitement and anticipation for an upcoming trip.”

The unique quality behind Hilton Suggest is that the people writing recommendations are not a specially formed social media team — they are regular Hilton employees (who passed extensive training, of course) who are excited to share their love for the local attractions with others. And that adds to the authenticity of the program - you don’t simply google “top places to see” in Vienna, you get a personal touch and recommendations tailored to your interests.

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By making the first step and reaching out, Hilton is able to promote their brand to people who weren’t aware of it before. Callahan says, “Sometimes travelers will take photos and tag us to say thanks for the great recommendation, and that is a huge win.” Maybe next time a person will remember the hotel that helped them to experience their destination in the best way possible and will choose to stay there.

Hilton proves that social listening can help us to improve our routine activities but also create something new, which would never happen without the power of social media monitoring. What can be learned from this social listening case study?

Don’t ignore your customers. If you see that they are choosing social media as a channel for communication ( and they are ), you should give them the way to reach you.

Let social data help you. Social listening isn’t a one-time deal - the insights you get from social media can affect your company's strategy and marketing decisions.

Use social listening creatively. Remember, that the whole point of social media is engagement, and social listening can give you opportunities to engage. Don’t neglect them.

What about you? What did you learn from this social listening case study? Let’s discuss it in the comments!

Content Marketer at Awario 

When I'm not wasting my time on social media, I'm writing about them. My topics of interest are the effects of social media on our communication and the benefit it brings to marketing specialists. My motto is that you can never stop learning about social media marketing just as there can never be too many puppy gifs in a blog post.

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How to Do Social Media Customer Service the Right Way

Before the internet, a telephone call was the fastest and most effective method customers used to seek help from companies.

Telephone calls had already beaten the postal service as the quickest customer service channel.

They called it snail mail for a reason, after all.

Then came email, and the internet became the new home for rapid customer service .

You could say that email killed the telephone call… but then social media killed email.

Once we got used to email, social media interactions changed the game.

With social media, you can connect in real time, up to the second, with anyone. That’s the new wave in forward thinking customer service!

Social media customer service takes advantage of the instant feedback mechanisms and support for photos, videos or other media in established social media platforms .

Moreover, social media is a familiar environment that customers frequently use for many other activities, including interactions with brands they love.

Therefore, it only makes sense that they find it a valuable platform to raise their issues to be resolved by companies.

These stats show why social media customer care is so critical:

1 in 3 social media users would rather have social media customer care services than telephone or email.

75% of people will likely post something positive about your brand if you make meaningful social media connections.

If you give a positive social media customer service experience, 71% of your consumers will likely recommend your brand to others.

Customers will spend 20-40% more if you engage and respond to them through social media.

About 67% of consumers are seeking resolutions for issues through Twitter, Facebook and other social media networks.

What is Social Media Customer Service?

Social media customer service is an organized system of providing customer support through social media platforms.

It’s a critical and rapidly growing contact channel within the entire customer service ecosystem, complementing call-based customer service.

It covers support services before, during and after purchase.

It also involves activities like addressing complaints, providing guidance, answering questions, or issuing refunds.

Ultimately, the primary goal is to give clients an easy and enjoyable customer experience , which helps retain and grow your business.

Social customer service may be handled by a dedicated social media support team or by the call center team .

For effective social customer service, companies utilize specialized training, workflows and software to resolve customer issues.

Major social media platforms also facilitate such customer service operations.

Since it’s a preferred mode for issue resolution by many customers, effective customer service will meet your customers’ needs and even give your company a competitive edge.

However, you need to manage the unique complexities of this support channel including regulatory concerns about sharing private information, preserving your brand image in public engagement and achieving optimum response rates.

Creating Your Social Customer Service Strategy

You need an overall social   customer service strategy before you incorporate social channels into your existing customer service operations.

Considering that 63% of successful companies align all their business units to the overall corporate strategy, that’s the only way to ensure effective and efficient implementation.

A comprehensive social media strategy should feature these 6 key components for customer service:

1. Set up brand monitoring.

The first step is setting up an active brand monitoring system within the social media platforms your customers use to reach out to you.

You can do this conveniently using social media tools .

Customize the brand monitoring tools with streams to identify and list posts and comments with specific words. This helps you quickly narrow down to the most relevant content.

For instance, you can set up a stream for any mention of your brand with positive or negative words.

To pick out questions, set up a stream for content with your brand name and a question mark.

Having various streams helps you segment customer concerns so you can prioritize urgent issues.

Real-life example

Let’s say you run an ecommerce store that sells jewellery. Your customers are likely writing about your brand in social media, not necessarily tagging your company. Your customers might be complaining about your product without you being aware of that. Use social media monitoring tools like Mention or Brand24 to monitor keywords mentioned online and get notified whenever somebody mentions your brand online.

Use tools to help monitor

I use a service called Gorgias which allows me to monitor and respond to messages on all social media platforms including email on a single interface.

In addition, all order information can be found on the same screen, so I don’t have to pull up my shopping cart.

– Steve Chou, Founder, MyWifeQuitHerJob

2. Determine what types of comments get responses.

Obviously, you won’t respond only to positive comments while disregarding negative ones.

Sometimes the way you manage a negative comment can actually win over new customers.

However, since social media isn’t really a dedicated customer support platform, you’ll get many more comments beyond what your customer support team should handle.

Ideally, you want to avoid your social support team getting dragged into conversations unrelated to your business, but still maintain reasonable engagement with your customers.

Above all, avoid feeding the trolls.

To manage this, create a priority list so your team can give extra attention to the most urgent and critical issues.

Train all team members on how to handle both positive and negative comments and give clear guidelines on what to say when they do respond.

If you get a lot of queries and comments on social media and have a large customer support team in place, it might be problematic to manage all the guidelines and resources. You can easily use tools like Knowledgebase.ai to structure knowledge within your business and provide easy guidelines for your customer support.

Cultivate a Community

The need for social media customer service can be mitigated by customer Q&A on your website.

That said, engagement of any kind on social media can help take the temperature of brand sentiment, find and cultivate potential brand ambassadors and remedy disenchanted customers before they create a ‘social problem.’

– Gene Ferriter, Solution Specialist, Plumtree Group

3. Build a system to get questions answered quickly.

With how fast the internet is, a late answer can be as bad as no answer at all.

Your goal should be to get questions answered as soon as customers ask them.

This requires a carefully organized system with dedicated social customer care members.

Segment responsibilities across different social networks and ensure there’s a clear process for how every issue is investigated and replied to.

Set up a system that unifies all customer issues in one place and assigns specific messages to particular team members.

This enhances the efficiency and speed of resolving customer issues, unlike having to manage multiple social media platforms.

The larger your store gets, the more questions and requests you’ll receive from your customers. With time, it will become more and more difficult to handle more queries, and you might consider using a helpdesk software to manage your business even better.

Develop an FAQ

It can get pretty easy to get overwhelmed when it comes to replying to customers on social media.

The number one tip I have is to develop an FAQ, whether that exists on your website or in your notes folder on your desktop.

Being able to have canned responses that you can point to or copy and paste will help manage the work you have to do when replying, and also show that you’ve put some thought into these frequently asked questions.

Additionally, using their name goes a long way, too.

I always feel better served when someone takes the time to respond and simply uses my name in the response. It shows they’re taking the time to at least read my name and acknowledge I’m a human!

– Shayda Torabi, Owner, WithShayda , Co-Founder, restartcbd

4. Consider having a dedicated support channel.

Apart from having a dedicated social customer support team, you can have a dedicated customer support channel within the social media platforms.

In your social media accounts , direct customers who need assistance to your support profile.

This will reduce the challenge of tracking specific customer queries and also provide a reference platform where customers can evaluate past queries similar to theirs.

Most of all, a separate support channel will help segment your social media content marketing efforts and customer services.

Each of your customers might prefer different support channel but unless you own a very small ecommerce store, it will be difficult for you to handle queries coming from multiple channels. You can set up a quick and easy-to-use customer support channel like LiveChat with its built-in ticketing system to make sure your team handles customer queries easily and effectively.

Your brand needs to be a social guru (and so do you!)

Be a social guru. Make sure your brand is set up and using the following: Twitter, Facebook and Instagram.

If you have a social strategy and are implementing it, kudos to you, but if you don’t, at the very least you can use these social channels to give updates and superb customer service.

Chatbots are the future.

If you’re not using them, you should. Through Facebook and Twitter, you can set up auto-responses that will give your customer an immediate answer.

In most cases, chatbots can answer their question, so the customer can move on to purchasing the product.

The best part is you don’t have to do anything but set them up and let them run.

If you’re a service provider, we also recommend using Twitter and Facebook as your notification system.

If you have a new release, an outage or a new how-to tutorial, there is no faster or quicker way for your customer to gain this knowledge then through a tweet or a posting.

– Elyse Smith, Project Manager, DigitlHaus Agency

5. Have internal best practices for responses.

Customer support isn’t just about solving customer issues.

It’s a key tool in building your brand image.

To achieve this, you need internal best practices that ensure your support team delights customers beyond solving their problems.

Best practices ensure your customer service appears not only professional but also friendly and approachable.

Above all, your responses will be consistent regardless of the type of client you’re dealing with.

Clear guidelines prevent intentional or accidental bias in your teams’ responses, which can give your company a bad impression.

Your communication with clients acts as a great base for optimizing your customer support. Analyze the data of your conversations and use it to create your support best practices. You can even use a conversational bot with software like ChatBot to automate the most frequently used answers.

Involve the entire organization.

I would recommend involving all of your employees in improving customer engagement and service via your social media channels.

Instead of having just one or two people responsible for handling your social media channels, why not use the entire workforce?

Develop a culture where employees act as brand advocates and respond to or comment on posts/queries related to your brand.

You can even ask some of your employees to handle your social media platforms on a rotational basis.

This will not only improve customer service, but will also help with employee engagement.

– Shane Barker, Digital Strategist, Shane Barker Consulting

6. Determine how you will measure and report on your efforts.

Reporting and measuring your social customer service activities are essential to gauging your performance.

Identify and measure Key Performance Indicators (KPI) like first contact resolution, resolved issues, response rate, complaint escalation rate, and customer retention. Also, record qualitative feedback in a document format that’s convenient to analyze.

Customer satisfaction surveys will also help you to gauge your customer service performance.

The data you collect and findings you make can direct your efforts in specific areas that need greater attention. Perhaps, you might find that you need more staff at particular times compared to others, based on the flow of customer queries.

The more customer support cases you handle, the larger the amount of data you collect. Use this data to improve the quality of your support and, in turn, grow your sales. You can use software like Promoter.io or Survicate to help you collect feedback from your customers.

Focus on Lifetime Value

Communication. It’s what marketing is all about, and a negative experience can explode on social media.

Respond quickly, with empathy, and with the aim of resolving the issue.

If brands have a community on social media then the users and customers will want to return and buy again, otherwise why are they following the brand on social?

Therefore think LTV and know that by keeping social media followers happy, merchants can increase their customers’ LTV.

– Luigi Moccia, Founder, Calashock

Best Practices for Social Media Customer Service

Social media isn’t just cat videos and funny memes.

If you do it right, you’ll own your narrative and customers will love interacting with you and sharing what you’re doing.

But to do it right, you need to set aside a plan for every move you make.

Best practices are the backbone of this. They’re vital in achieving maximum benefits from your social media customer service.

You’ll also avoid the adverse effects of poor implementation.

For instance, merely ignoring social media support requests produces a 15% higher average churn rate compared to companies who respond to support requests.

Therefore, you should apply these best practices in social media customer service.

1. Responding quickly is key.

Fast response can never be overemphasized.

Have you ever asked a question and not heard an answer back in a timely manner? Imagine if you’re a frustrated consumer online doing the same and expecting 24/7 support. You want your answer now.

Your business will gain 3 – 20% greater customer spending per interaction if you quickly respond to and resolve customer issues without redirecting to other channels.

Simply put, customers expect almost immediate responses through social media.

You can only achieve this with a dedicated social customer service team and an effective social customer service strategy.

An ideal response time is less than 60 minutes, which is the expectation of 42% of consumers . If that’s not possible, post hours when someone will be available for immediate response. You can even include possible options like your resource page for customers who want fast answers.

Quickly and politely

Respond quickly and politely, even if it’s someone complaining.

It takes so little effort to just respond… but so few brands do it.

If it keeps you so busy that you’re not getting more important things done, then hire someone to help out.

– Brandon Jones, Business Unit Director, Salted Stone

2. Be transparent.

Just because your response time should be fast, it doesn’t necessarily mean you can fix all customer issues fast.

Instead of giving false promises, you should clearly explain to customers how long it will take to resolve their issues—even if it means revealing that you don’t know how long it will take.

Your customers will be far more disappointed if you don’t deliver on an ill-conceived promise, than having to wait. They will actually appreciate your honesty.

To help customers understand why resolving their issues will take longer, provide brief details of what you’re doing.

Consider indicating that you’ll file a ticket with the product team or escalate the issue to higher-ranking personnel.

Greater transparency will assure customers of your commitment to resolving their issues.

3. Know which social media posts should be resolved in public or private.

Depending on the information involved, specific issues must be resolved in private.

You can quickly identify an issue that will require private resolution if the process of resolving it will require personal information.

Therefore, your team should always note such instances beforehand and invite customers to send the necessary personal details through direct message or email.

In some instances, conversations that are typically handled publicly can get tense. To avoid public altercations, direct the customer to private engagement.

A private conversation can be resolved conclusively since customers have the necessary privacy to present all the details of their case.

4. Respond to all social media feedback, questions and comments.

If you don’t respond to any one of your customers’ issues, you might never have a second opportunity to do so.

More than half (58%) of customers will never deal with companies giving poor customer service.

Besides, such people can leave bad reviews, which will make your company look bad for potential new business.

You must respond to all feedback, questions and comments on social media. Monitor all of your mentions, check your direct messages (DMs), review your reviews and keep tabs on any place you find people talking about you.

Respond to everything, whether that involves admitting to your mistakes or simply appreciating a customer for commenting.

Responding quickly to client queries builds your engagement on social media and gives you a high average response time.

5. If possible, use a person’s first name and don’t sound too scripted.

Using people’s names is a powerful way of personalizing your response to each client.

It shows you care enough to find out who the client is, even if it took you only a few seconds to identify the client’s name.

Complement this with customer service team members signing off responses with their names.

It humanizes the conversation, assuring customers that they are talking to human beings who can empathize with their problems – not just an inanimate company or machine or AI.

Make sure to indicate each team member’s working hours, so customers know when they can reach specific personnel (some customers may develop a preference for specific customer service team members).

Even when you have to use canned responses, spice them up with a few words or phrases that add personality and convey empathy.

The last thing you want is a conversation that sounds scripted.

You want every customer to feel special and appreciated. Canned responses won’t achieve that—genuine human interaction will.

6. Always respond positively.

Customers with queries may be disappointed and frustrated.

Keeping your responses light and positive helps drive conversations towards a fulfilling resolution instead of further frustration.

Remember, you’re not just handling customers’ rational issues, but also dealing with their accompanying emotional state.

However, how light-hearted your responses are depends on the tone of your customers’ query.

If a customer uses a causal, humorous tone, reflect the same in your response.

If the customers’ tone is formal, your best bet is to use a similar tone in your response.

7. Avoid the Streisand Effect.

The Streisand effect is when a defensive reaction to hide, remove and censor information or otherwise take action against your critics backfires and further publicizes the information.

To avoid this, don’t argue with customers online.

Train your support team not to settle scores, but seek mutually beneficial solutions. They should see themselves more like referees than opposing team players.

Above all, avoid threatening your online customers even when they leave negative reviews that you feel aren’t justified.

Facebook Customer Service

Of all the social media sites, Facebook has the greatest proportion (82%) of consumers who want to get customer service through the platform.

Fortunately, the site has special features to display your customer service focus.

A prominent feature is your company’s Facebook support response time rate, which is placed on your Facebook page.

You can also link your page to a Facebook group.

You can also use various apps for customer service, including: Contact us, FAQ, feedback, track your order and technical support apps.

Using Facebook Messenger for Customer Service

Facebook Messenger facilitates automation of your customer service, among several valuable features.

1. Messenger bots.

Programmable messenger bots radically automate simple customer service queries.

They limit human intervention to only complex support services, further reducing customer service costs.

2. Enable transactions.

You can take orders, book appointments or receive payments right in Facebook Messenger.

Apart from making it easy for customers to buy your products, it also creates an opportunity to sell exclusive products within Messenger.

Twitter Customer Service

On Twitter, 53% of customers expect a response within one hour.

To achieve this, configure your profile by:

Displaying your support hours for customers to know when to contact you.

Turning on the “support” option to show that you’re customer-service friendly.

Enabling direct messages to handle complex or private issues.

Social Customer Service Trends in 2018

By 2020, 90% of companies will use social media for customer service.

Many other customer service trends support this prediction.

1. Chatbots and AI are essential.

Accenture reveals that bots can handle 80% of customer engagements .

AI should never be the totality of your plan, but it certainly works as a tool to enhance your team’s capabilities.

Chatbots are now providing customer assistance, helping to order pizza, finding restaurants and scheduling flights.

Such bots can only get better to become highly integrated to handle complex human roles, leaving humans to handle the direct problem solving and discussion when it is necessary.

2. Driving traffic to social media from traditional customer service channels.

In 2017, Twitter and Facebook experienced a 71% increase in service inquiries.

Customers are increasingly attracted to the ease, convenience, and promptness of social media channels.

Besides, businesses find social media service channels cheaper than phone or email.

Hence the trend of moving traffic from traditional service channels to social media will continue.

3. Companies using customer experience to gain a competitive advantage.

Most (62%) companies believe a competitive edge can be gained through customer experience from their contact centers.

Therefore, more companies will invest in customer service through a social media presence as well as other channels.

It fosters customer interaction, retention, and loyalty.

4. Use of messaging as a go-to service channel.

The smartphones of 3.6 billion people will have a minimum of one messaging app.

Such extensive use of messaging apps will make it a go-to customer service channel.

Some of the messaging channels include Messenger, SMS and Twitter DM.

5. More customer service reps working from home.

Many people are working remotely, and this includes customer service reps.

Employees can effectively manage the job from anywhere.

Besides, it’s less costly for companies to hire freelancers than full-time employees.

Examples of Awesome Social Customer Service

Below are 4 examples of ecommerce businesses doing social media customer service well.

NewChic sells clothes, shoes, jewelry and many different accessories.

With over 2.3 million followers on Facebook, it has grown into quite a popular place for fashion shopping.

NewChic is a great example of connecting customer service with social channels.

It lets you contact its customer support using Facebook Messenger, get immediate automated answers to basic questions or get transferred to the customer support representative.

As a result, customers in need of help commonly turn to its Messenger channel.

2. Rekliniec Restaurant

You might ask:

“Why would restaurants need to provide social customer service?”

After all, customers come and go, and it’s up to the food’s quality whether the restaurant will receive a good rating. But why not score a few additional points in the eyes of the customer, providing social customer service when nobody else does?

That’s exactly what Rekliniec restaurant did.

Using one of the social media monitoring tools, it spotted a mention online aimed at restaurant owners, complaining about the lack of child-changing tables at the restaurants.

Rekliniec Restaurant has identified the request and decided to respond.

As a result it has likely increased its clients’ base among mothers and received additional publicity.

Kinguin is a popular online platform designed for games distribution.

At Kinguin, you can easily purchase any game, most often with a large discount.

Its social media channel is based on streaming game competitions.

Kinguin, thanks to implementing customer service solutions like live chat software has grown its customer satisfaction rate to 97% .

It’s also very active within the social channel using it to provide customer support, coupon codes and sending giveaways in real-time while watching a video game competition.

With more than 3 million followers on their Twitter profile, it would seem to be impossible to handle all the customer cases immediately.

However, Wendy’s not only handles all customer queries immediately, but it also responds to all the joke comments out there, making their brand much more human.

Managing your social support channels

Social support has undoubtedly become a new popular phrase within the customer service space.

According to Google Trends, its popularity has grown by 70% within the last 5 years and it’s likely here to stay with more and more businesses treating their social media with more care.

With modern cloud/SaaS technology it’s become even easier to manage your customer support via many different channels.

Tools like live chat software let you handle customer requests both on your website and on your Facebook profile at the same time.

Use it to manage your social media support more effectively and save time on monitoring requests coming from multiple channels.

After all, it’s your response time that matters.

In the ecommerce/retail industry, there’s an average of 83% customer happiness and a 1:05 min. first response time.

This leaves a lot of room for improvement.

Optimizing your communication via multiple different channels might be crucial to your customer service success and using the right software is a great way to save time, improve your team’s communication and build additional channels to provide outstanding social media support.

Executive Summary

Social media offers vast opportunities for customers and businesses. Using it for customer service is just one of the many potential ways that it can help any company or brand grow.

Effective strategies and careful management produce higher turnover.

Besides taking advantage of the competitive edge provided by social media customer services, smart companies are constantly monitoring and adopting new trends in social media. For instance, advancements in such technologies as AI and chatbots will radically transform how companies manage support queries.

Tools are here to help!

Lightning-fast responses are essential for community management on social media. You need a strategy to quickly shuttle social media requests to your customer service team. If you’re taking longer than a few minutes to respond, you’re doing something wrong.

People who come to Twitter to find answers will approach customer service with the kinds of expectations set by that platform — specific, accurate information delivered fast. Most companies aren’t ready for that. The average response time in some industries — including tech — is more than 10 hours.

Of course, responding quickly means creating a procedure that gets messages to the right people, prioritizes them according to urgency and enables rapid responses. The good news is, there are tools on the market that can help.

– Nicholas Brown, Social Media Specialist, Salted Stone

Mateusz Pliszka is LiveChat's Marketplace Specialist. He takes care of LiveChat's product for users of 3rd party software. Mateusz likes researching and working on new ideas so, in his free time, he runs his own software research and advisory project, helping other businesses implement modern cloud solutions to grow their businesses.

132 Social Media Case Studies – Successes and Failures

Sharing is caring!

That is such a short-sighted and limiting point of view.

Social Media Marketing is not sales – but it can help to sell things. And personally, I have to admit that I have several times bought something, booked an event or took part in something because I saw people (friends and acquaintances OR strangers) talking about it on social media. At the same time, I have never bought anything a salesperson tried to sell me on the phone. So yes, you actually can sell me things on Social Media. And I am not the only person.

Click To Tweet

Before you read on - we have various resources that show you exactly how to use social networks to gain massive traffic and leads. For instance, check out the following:

But limiting Social Media Marketing success or failure to the statement: For sales, you need to pick up the phone is simply b%llshi$t. You can use social media for lead generation to fill your sales funnel – but you can also use Social Media for totally different aspects of business like customer management, brand awareness, reputation management, audience building, website traffic and many other things your business can profit from.

Many people do it. I do it and have done so for other projects in the past. The honest answer to “Social Media is not working” is: It is obviously not working the way you are doing it. Try different tactics, learn, adjust, measure, optimize, try something else, try harder, and never stop at “You cannot sell on Social Media!”

So the answer is, yes you can make money with Social Media, but it is not working the same way for each and every business or situation.

Most of the time, if you do not have success with getting ROI out of your Social Media activities, it is not Social Media, which is not working, it is you who are doing something wrong or have the wrong social media strategy.

Social Media cannot simply be done by following a recipe step by step.

That can only get you so far.

In Social Media often the best approaches are already cold coffee when they become common knowledge, and everyone tries to hop on the train. You need to make assumptions, test your assumption, measure success and adjust your marketing strategy according to your results.

Hey, before you read on - we have in various FREE in-depth guides on similar topics that you can download. For this post, check out:

Social media cannot be learned by the book.

But one thing is certain: To shout out sales messages in Social Media is most likely going to fail to give you any return.

What people want and expect from their Social Media activity is so diverse, and there are many Social Media case studies in multiple situations.

Join our  free Email Course  to learn how to start your social media marketing journey:

All the basics in 4 Days, 4 Emails

Instead of selecting a handful of case studies for this article, I decided to provide you with a list of resources with multiple case studies about how businesses are successfully using social media for their business success.

1.  15 B2B Case Studies for Proving Social Media ROI

Rob Petersen looks at the special situation of using social media platforms to market to businesses instead of consumers. He provides 15 examples ranging from CISCO and Demand Base to LinkedIn and SAP.

2.  50 Social Media Case Studies you Should Bookmark

SimplyZesty looks at a variety of use cases for the different social networks like Facebook, Twitter, Youtube, Pinterest, Instagram and more.

3.  IBM Turns its Sales Staff Social Media Savvy

I love this example as it shows how sales and Social Media Marketing can work hand in hand. Contrary to the above-mentioned comment on our blog, IBM realized that even sales can profit from Social Media with cost-effective leads.

4.  11 Examples of Killer B2B Content Marketing Campaigns Including ROI

Lee Odden of TopRank Marketing focuses more on the Content Marketing side and provides 11 B2B Content Marketing case studies.

5.  B2B Social Media Case Study: How I made $47 million from my B2B blog

This is a personal success story from AT&T’s experience and success with a content strategy.

6.  How ASOS Use Social Media [CASE STUDY]

The story of how the fashion and beauty store ASOS has become Britain’s largest online retailer with the aid of Social Media for ecommerce and online marketing.

7.  5 Outstanding Social Media Campaigns

The examples include the story from a hairdresser who increased sales by 400% without spending a penny. It is not only the big companies who can profit from Social Media.

8.  3 Small Businesses That Found Social Media Success

The examples range from customer service, brand perception to social engagement.

9.  The Best Social Media Campaigns of 2014

These marketing campaigns are more about creating more engagement, generate more fans and increase loyalty amongst audience members for the brand and not so much about direct ROI. Still, they explain how to get it right.

It is not only the social media success stories you can learn from. Sometimes you can learn from other peoples’ failures at least as much as from their successes. Here are some social media case studies on failed social media activities. The failures tend to be on a smaller scale, resulting from bad communication and reactions turning the Social Media conversation in an unwanted direction. It is rare that a company admits to a complete campaign and a ton of money gone down the drain. Still, even from these smaller examples, we all can learn our lessons for our behavior in Social Media:

1.  Social Media Fails: The Worst Case Studies of 2012

The examples are campaign focused and include examples from McDonald’s and Toyota.

2.  19 horrific social media fails from the first half of 2014

These are examples of how you should not communicate in Social Media and showcase some ways you should not copy on how to jump onto trending hashtags and events in Social Media.

3.  5 Big Social Media Fails of 2013 (and What We Learned)

4.  Top 12 Social Media Marketing Mishaps

These are examples of what can happen to you and how a social media Sh$tstorm can brew up. It makes sense to read some of these and talk about possible reactions before any of this kind happens to you. Simply be prepared.

Final Words

I hope you find some useful marketing tips in my little collection of Social Media case studies – or at least, have some fun browsing through these examples. I find them encouraging as they show the variety of cases where Social Media can help your business. And they show how many humans are in Social Media, making it a place where things can go wrong and go well. It is up to you to leverage the full power of social networks and turn the tide.

If you are looking for even more case studies here you go:

Digital Marketing Case Studies

Content Marketing Case Studies

Instagram Marketing Case Studies

Twitter Marketing Case Studies

Forget Failure. Get the simple process to success:

We show you the exact steps we took to grow our first business from 0 to 500k page views per month with social media and how we got 50k visitors per month from social media to this blog after 6 months. We show you the exact steps you need to take to see traffic success.

You get easy-to-follow step-by-step action plans and you will see the first results after a couple of days. Check out “ The Social Traffic Code ” – there is a special offer for you!

“The Social Ms blog and books have shown us great possibilities of growing on Twitter and via online media. In addition, they actually respond to email reactions. Practicing what they preach gives them the credibility edge.” Guy Pardon, Atomikos

Don’t miss out – make a decision for success! 

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Case Study #2: How Lenovo Implemented Customer Service Social Media Best Practices

Natalie Petouhoff

The Second Case Study on Customer Service Social Media: How To and The Results…

This is the second case studies in the series on Customer Service Social Media Best Practices ! You might be wondering what I meant my ownership. In organizational change management language… there are three stages of project success – awareness, buy-in and ownership. Here ownership doesn't me "owning" like it's mine – not yours. It means taking 100% responsibility for leading and faciliating solid, genuine, collaborative relationships with the whole company to further the whole company's succcess. Here's more details on how Lenovo accomplished their social media goals!

Why Did Lenovo Consider Social Media?

When Lenovo acquired the IBM PC computing division, they realized customers were talking about their products on 3rd party forums like notebookreview.com and thinkpads.com. They felt left out of these important customer conversations. To remedy that, they took ownership and lead the customer social media interactions.

They used a peer-to-peer customer service community to garner world-wide views of the customer experience. The result? They aligned marketing, sales, service and many other departments to accelerate changes and improvements to the customer experience. This alignment lead to a 20% decrease in laptop service call volumes, an increase in customer service agent productivity, a shortened product problem-resolution cycle and an increase their Net Promoter Scores. The net net is a reduce in customer service support costs and an increase in sales!

Why did they decide on social media? The cost of providing customer service for digital lifestyle products is on the rise. As margins on these types of products decrease and their complexity requires more indepth customer service, a couple of customer service calls eats away at the already thin profit. Lenovo knew that social media could help them learn, from the customer's point-of-view, the top issues with service, product features, functions, delays in shipments– and all from a global perspective.

Lenovo Created Powerful Partnerships and Shared the Responsibility of Social Media Across Departments

In looking at best practices, Lenovo excelled at them. In particular, they determined all the stakeholders and invited them to participate in the customer service social media initiative. They invited the Legal Department to participate from the very beginning. The legal group helped determine the terms of service for the community, reveiwed the rules of engagement, the moderation policies as well as the management priniciple of the community. And they provided the disclaimers for the liability of the information posted to the site. And communnity executives collaborated with public relations and corporate communications to align all the communication strategies.

Lenovo also created powerful partnerships with marketing, sales, product development and engineering. They made interdepartmental collaboration "the way we do business around here." This is unusual as in most companies these functional departments are silo'd entities that don't always get along well. However, Lenovo's executive management provided the leadership and guided the partnership between marketing and service. Marketing owned the sales part of the website and the corporate blogs. The World Wide Service Organization "owned" the technical support website and the customer service online community. And all departments were considered an integral part of the community and asked to provide insights into how their department's operations not only affected the customer experience, but how they could make it better.

What was great was that they looked at the top call drivers in customer service. A good percentage of them were, "My lap top is broken. How do I fix it?" By providing that feedback from customer service to product development and engineering, Lenovo was able to reduce the volume of "its broken/fix it" calls. Thi s contributed not only to contact center cost savings, but also to an enhanced customer perception of the product and higher customer satisfaction. Customers felt respected and listened to. Their feedback was used by the company to make better products, which reduces calls to the contact center!

If you want to know more about what Lenovo customer service professionals did, check out the research report, Case Study: Lenovo Takes Ownership of Social Media to Reduce Customer Service Costs .

Here's a link to the community: Lenovo Community Site

Learn. Grow. Share. @drnatalie or [email protected]

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• Customer Engagement
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• Social Media

3 Case Studies in Successful Social Media Customer Engagement

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How GM Uses Social Media to Listen and Engage Customers

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Case study: Tesco and a consumer champion

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The Role of Purchased Datasets in Customer Service Strategies

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Swift social media conversations follow this same pattern. ” In 2017, Chewy received the “Stevie Award of the Year” for best customer service . billion—for their ability to nurture and grow zealot online customers . Want more case studies ? #CustomerExperience Click To Tweet. Prefer live chat?

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AUGUST 3, 2023

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Guest Blog: 5 Ways Chatbots Can Improve Your Customer Satisfaction

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5 Top Customer Service Articles for the Week of January 21, 2019

JANUARY 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. My Comment: AI has been creating “quite a stir” in the customer service and support world. My Comment: Trust and confidence are part of the customer experience. by Erin Ollila.

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Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media , website behavior, support chat, and more. How Often Should I Collect and Analyze Customer Data? Cross-Team Impact: Break down silos.

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Customer Service Case Studies: Real-Life Examples Of Service Scenarios.

Are you looking for real-life examples of customer service scenarios that can help you improve your own customer service skills? Look no further!

In this article, we will explore a series of case studies that highlight different aspects of effective customer service. These case studies will provide you with valuable insights into how to handle challenging situations, resolve issues, and create positive experiences for your customers.

Customer service plays a crucial role in the success of any business. It is not just about answering phone calls or responding to emails; it is about building relationships and exceeding customer expectations. By studying real-life examples, you can gain a deeper understanding of the importance of effective customer service and learn strategies to enhance your own skills.

In each case study, we will delve into different scenarios and examine how businesses successfully handled them. From resolving product quality issues to dealing with difficult customers, these case studies will showcase various approaches and solutions that you can apply in your own work.

Get ready to dive into these insightful stories that demonstrate the power of exceptional customer service!

Table of Contents

Key Takeaways

• Effective customer service is crucial for the success of a business.
• Empathy and proactive customer service are essential aspects of providing excellent customer service.
• Prompt resolution of product quality issues, with notification and compensation for affected customers, helps maintain customer satisfaction and loyalty.
• Handling difficult customers with a calm and empathetic approach, offering alternatives, and empowering them to make choices can build trust and loyalty.

The Importance of Effective Customer Service

You can’t underestimate the impact of great customer service – it’s like a warm cup of coffee on a chilly morning, instantly making you feel valued and appreciated.

In today’s competitive business landscape, providing effective customer service is more important than ever. Customers have numerous options at their fingertips, and one bad experience can send them running to your competitors. That’s why empathy plays a crucial role in customer service.

When customers feel understood and cared for, they’re more likely to become loyal advocates for your brand. Empathy is the ability to understand and share the feelings of others. In customer service, this means putting yourself in the shoes of your customers and genuinely listening to their concerns.

By showing empathy, you demonstrate that you value their emotions and are committed to finding a solution that meets their needs. This not only helps resolve issues effectively but also builds trust and strengthens the relationship with your customers.

Proactive customer service is another essential aspect of providing exceptional support. Instead of waiting for customers to come to you with problems or complaints, proactive customer service involves anticipating their needs and addressing any potential issues before they arise.

This approach shows that you’re dedicated to delivering an outstanding experience from start to finish. By taking the initiative, you can prevent problems from escalating and create positive interactions that leave a lasting impression on your customers.

The importance of effective customer service cannot be overstated. Empathy allows you to connect with your customers on a deeper level by understanding their emotions and concerns. Proactive customer service demonstrates your commitment to going above and beyond expectations by anticipating needs before they become problems.

By prioritizing these aspects in your approach to customer service, you can foster loyalty, build strong relationships with customers, and ultimately drive success for your business.

Case Study 1: Resolving a Product Quality Issue

Resolving a product quality issue can be challenging, but did you know that 86% of customers are more likely to repurchase from a company that resolves their complaint? When faced with a product quality issue, it’s important for companies to take immediate action and address the problem effectively.

One notable case study involves a product recall due to safety concerns. The company promptly notified customers about the recall through multiple channels such as email, social media, and website announcements. This proactive approach not only ensured customer safety but also demonstrated the company’s commitment to resolving the issue.

To further enhance customer satisfaction during this challenging time, the company offered compensation to affected customers. The compensation included a full refund for the recalled product as well as additional discounts on future purchases. By going above and beyond in compensating their customers, the company not only mitigated any potential negative feelings but also showed genuine concern for their customers’ wellbeing.

In addition to addressing individual complaints, the company took steps towards preventing similar issues in the future. They implemented stricter quality control measures throughout their production process and conducted thorough inspections before releasing any products into the market. This proactive approach reassured customers that their concerns were taken seriously and instilled confidence in the brand’s commitment to delivering high-quality products.

By resolving a product quality issue promptly and ensuring customer satisfaction through compensation and preventive measures, companies can not only retain existing customers but also build trust with new ones. It’s crucial for businesses to recognize that effective customer service goes beyond simply resolving complaints; it requires taking responsibility for failures, implementing meaningful solutions, and continuously improving processes to prevent similar issues from arising again in the future.

Case Study 2: Handling a Difficult Customer

Navigating through challenging interactions with clients can be a test of your company’s ability to handle difficult situations. Dealing with angry customers requires a delicate balance of empathy, patience, and problem-solving skills.

One real-life example of a company successfully managing a difficult situation involved an irate customer who had received a damaged product.

In this case, the customer contacted the company’s customer service department immediately after receiving the damaged product. The representative on the phone remained calm and empathetic throughout the conversation, acknowledging the customer’s frustration. They apologized sincerely for any inconvenience caused and assured the customer that they would resolve the issue promptly.

The representative then offered several options to address the problem, including sending a replacement or providing a refund. By presenting these alternatives, they empowered the customer to choose what solution best suited their needs. This approach helped defuse tension and created an atmosphere of collaboration rather than confrontation.

Ultimately, by effectively managing this difficult situation and prioritizing customer satisfaction, the company not only resolved the issue but also built trust and loyalty with their client base.

Case Study 3: Going Above and Beyond for a Customer

Exceeding expectations and leaving a lasting impression, one company went the extra mile to ensure a memorable experience for a dissatisfied client. The customer, let’s call her Sarah, had purchased a high-end laptop from this company but encountered numerous technical issues soon after receiving it. Frustrated with the product’s performance and the lack of support she received initially, Sarah reached out to the company’s customer service department for assistance.

To address Sarah’s concerns promptly, the customer service representative assigned to her case took immediate action. Recognizing that resolving her technical issues alone would not suffice in restoring Sarah’s trust and satisfaction, they decided to go above and beyond what was expected. The representative personally followed up with Sarah daily to provide updates on their progress in fixing her laptop. They also offered additional compensation for the inconvenience caused by sending her a complimentary accessory package.

In addition to their exceptional level of communication, this company created a personalized experience for Sarah through small gestures that left an indelible mark on her overall perception of their brand. One example was when they surprised her by upgrading her laptop’s warranty without any additional cost. This unexpected act not only demonstrated their commitment to providing quality products but also highlighted their dedication towards ensuring customer satisfaction.

By going above and beyond in addressing Sarah’s concerns and surpassing her expectations at every turn, this company exemplified outstanding customer service. Their proactive approach not only resolved technical issues efficiently but also left a lasting impression on Sarah concerning how much they valued her as a loyal customer. Through personalized attention, generous compensation, and unexpected upgrades, they not only ensured Sarah’s satisfaction but also fostered a long-term relationship based on trust and loyalty. This case study serves as a powerful reminder that going the extra mile can make all the difference in customer satisfaction and retention.

Case Study 4: Turning a Negative Review into a Positive Experience

If your business has ever received negative feedback, it’s important to know how to turn that experience into a positive one.

In this case study, we will explore how a business addressed a customer’s concerns and transformed their perception from negative to positive.

By taking the necessary steps and going above and beyond, the business not only resolved the issue but also improved their reputation in the process.

The negative feedback received by the business

Despite your best efforts, your business was bombarded with a barrage of scathing feedback that left you reeling. Customers expressed their dissatisfaction with the quality of your products and the poor customer service they received.

These negative reviews not only affected customer retention but also posed a threat to your brand reputation. The negative feedback highlighted areas where improvements were needed. It pointed out flaws in your product design, manufacturing processes, and communication channels.

While it may be disheartening to receive such criticism, it presents an opportunity for you to address these issues and enhance the overall customer experience. By acknowledging the shortcomings and taking immediate action to rectify them, you can regain customers’ trust and loyalty while rebuilding your brand’s reputation.

The steps taken to address the customer’s concerns

After receiving the negative feedback, we quickly took action to address the customer’s concerns and improve our products and services. We understand that addressing customer complaints is essential for maintaining a positive reputation and ensuring customer satisfaction.

Our first step was to reach out to the customer directly, expressing our apologies for any inconvenience caused and assuring them that their concerns were being taken seriously.

To resolve the customer’s issues, we implemented a thorough investigation into the matter. This involved examining the specific details of their complaint, evaluating our internal processes, and identifying any areas where improvements could be made. By conducting this analysis, we were able to pinpoint the root cause of the problem and develop an effective solution.

Once we identified areas for improvement, we promptly made necessary changes to prevent similar issues from occurring in the future. This included updating our training programs for staff members involved in customer service interactions and enhancing quality control measures throughout our production process. We also communicated these updates transparently with all relevant stakeholders to ensure everyone understood our commitment to resolving customer issues.

Addressing customer complaints is not just about solving individual problems; it is about continuously improving our overall products and services. By taking immediate action upon receiving negative feedback, we demonstrate our dedication to providing exceptional experiences for every customer.

We remain committed to resolving any issues promptly while striving to exceed expectations in delivering high-quality products and top-notch service.

The transformation of the customer’s perception and improved reputation

Now that the steps have been taken to address the customer’s concerns, let’s discuss the transformation of their perception and the improved reputation of your business.

By promptly addressing the customer’s issues and providing a satisfactory resolution, you’ve demonstrated your commitment to customer satisfaction. This level of responsiveness not only resolves the immediate problem but also leaves a lasting impression on the customer.

As a result, their perception of your brand is likely to improve significantly. They’ll appreciate your willingness to listen, understand, and take action to rectify any issues they may have faced. This positive experience can lead to increased brand loyalty as customers recognize that you value their feedback and are committed to delivering exceptional service.

To further enhance customer satisfaction and foster brand loyalty, consider implementing these strategies:

• Personalized follow-up: Reach out to customers after resolving their concerns with personalized messages or phone calls. This gesture shows that you genuinely care about their experience and want to ensure their ongoing satisfaction.
• Proactive communication: Keep customers informed about any changes or improvements related to the issue they encountered. Sharing updates showcases transparency and builds trust in your ability to continuously improve.
• Loyalty rewards program: Offer incentives or exclusive benefits for loyal customers who continue choosing your brand despite any initial challenges they may have faced. Rewarding their loyalty encourages repeat business and strengthens long-term relationships.

By investing in improving customer satisfaction and building brand loyalty, you can create a positive reputation for your business while fostering long-term success in an increasingly competitive market.

Frequently Asked Questions

What are the key elements of effective customer service.

Effective customer service requires several key elements.

One interesting statistic is that 86% of customers are willing to pay more for a better customer experience. This highlights the importance of providing exceptional service.

Effective communication plays a crucial role in customer service as it allows you to understand the needs and concerns of your customers, while also conveying information clearly and concisely.

Empathy and understanding are equally important, as they enable you to connect with customers on an emotional level, showing them that their satisfaction is your top priority.

By incorporating these elements into your customer service approach, you can create positive experiences that leave a lasting impression on your customers.

How can companies measure the success of their customer service efforts?

To measure the success of your customer service efforts, you can utilize various customer satisfaction metrics and conduct thorough customer feedback analysis.

Customer satisfaction metrics, such as Net Promoter Score (NPS) or Customer Effort Score (CES), provide valuable insights into how satisfied your customers are with the service they received. These metrics allow you to quantify customer sentiment and identify areas for improvement.

Additionally, analyzing customer feedback through surveys or social media monitoring enables you to understand specific pain points and address them proactively.

By consistently measuring these indicators and taking action based on the results, you can continuously enhance your customer service performance and ensure a positive experience for your customers.

What are some common challenges faced by customer service representatives?

Handling difficult customers and managing high call volumes can be incredibly challenging for customer service representatives. Dealing with irate customers can feel like trying to calm a hurricane with a feather, as their frustrations can reach astronomical levels. It requires an extraordinary level of patience and empathy to navigate through their anger and find a resolution that satisfies both parties.

Additionally, managing high call volumes can feel like juggling flaming swords while walking on a tightrope. The constant influx of calls puts immense pressure on representatives to provide quick and efficient assistance without compromising the quality of service.

However, despite these Herculean tasks, customer service representatives rise above the challenges by employing exceptional communication skills, problem-solving abilities, and an unwavering commitment to customer satisfaction.

How can companies improve their customer service skills and knowledge?

To improve their customer service skills and knowledge, companies should invest in comprehensive training programs that provide employees with the necessary tools and techniques to handle different scenarios. These programs can include modules on effective communication, problem-solving, and empathy to ensure that representatives are equipped to handle any customer interactions.

Additionally, implementing feedback systems that allow customers to provide their input and suggestions can also be beneficial. This feedback can help identify areas for improvement and enable companies to make necessary adjustments in their processes or training programs.

By prioritizing ongoing training initiatives and actively seeking customer feedback, companies can continually enhance their customer service skills and knowledge, leading to improved overall customer satisfaction levels.

What are some best practices for handling customer complaints and resolving issues?

When it comes to handling customer complaints and resolving issues, think of yourself as a skilled navigator guiding a ship through stormy waters. Customer feedback is like the wind, sometimes gentle and other times fierce, but always pushing you towards improvement.

Conflict resolution is your compass, helping you find the right path to address concerns and turn unhappy customers into satisfied ones. Actively listen to their grievances, empathize with their frustrations, and offer swift solutions that demonstrate your commitment to their satisfaction.

By taking ownership of the problem and going above and beyond to resolve it, you can transform a dissatisfied customer into a loyal advocate for your brand.

In conclusion, effective customer service is crucial for businesses to thrive in today’s competitive market. As demonstrated by the case studies discussed, handling product quality issues, difficult customers, and negative reviews with empathy and proactive solutions can turn potentially negative experiences into positive ones.

One interesting statistic that highlights the impact of great customer service is that 86% of consumers are willing to pay more for a better customer experience (Source: PwC). This statistic evokes an emotional response as it emphasizes the value customers place on exceptional service. By investing in providing top-notch customer service, businesses not only create loyal customers but also have the potential to increase their revenue.

To ensure success in customer service scenarios, it is essential for businesses to empower their employees with proper training and resources. By equipping them with problem-solving skills, effective communication techniques, and a genuine desire to help customers, companies can build strong relationships and foster trust. Additionally, embracing technology solutions such as AI-powered chatbots or self-service options can streamline processes and provide faster resolutions.

In summary, delivering exceptional customer service requires a proactive approach that focuses on resolving issues promptly while exceeding expectations. By prioritizing the needs of customers and going above and beyond to provide personalized solutions, businesses can create memorable experiences that result in increased customer satisfaction and loyalty. Remember, investing in superior customer service is not just about satisfying your current customers; it’s about attracting new ones who’re willing to pay more for an outstanding experience.

The eSoft Editorial Team, a blend of experienced professionals, leaders, and academics, specializes in soft skills, leadership, management, and personal and professional development. Committed to delivering thoroughly researched, high-quality, and reliable content, they abide by strict editorial guidelines ensuring accuracy and currency. Each article crafted is not merely informative but serves as a catalyst for growth, empowering individuals and organizations. As enablers, their trusted insights shape the leaders and organizations of tomorrow.

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Case Studies About Social Media Marketing and its Effectiveness

Social media marketing offers an exceptional stance insofar as campaigning is concerned.

Case studies on utilizing social media marketing can increase brand awareness by showcasing the effectiveness of social media strategies and tactics.

Social media case studies provide evidence of successful social media campaigns that can inspire other brands to adopt similar strategies. Case studies, likewise, provide real-life examples of social media success, which can help build credibility for your brand. Indeed, case studies are a testament to the return on investment that your business can get with the right social media service.

Why is social media marketing important for brands?

According to a recent study , there are around 4.76 billion social media users and that 137 million new users have become online within the past year. Given the sheer number of social media users , it is proof that social media marketing is important for brands.

Keep in mind that a social media marketing agency would conclude that engaging with social media users through social media marketing gives you the opportunity to build trust with potential customers, partners, and employees. Thus increasing your brand awareness and reach since social media allows for easy and effective brand building.

55% of people learn brands through social media

In this technological age, it is a common place for people to discover products, services, or companies through social media. In fact, according to a report , 55% of consumers learn about companies and brands through social media. So, capitalize on this growing network and make a strong social media presence to enable your audience to engage with you and ultimately build customer loyalty.

79.7% of people make purchases based on online or social media advertisments

Statistics show that 79.7% of people make purchases based on online or social media advertisements. This implies that a significant number of users are influenced by social media advertisements. A strong social media presence presents an incredible opportunity to proclaim your brand, increase brand awareness, and invite new and potential customers.

How to measure social media marketing effectiveness?

Measuring the effectiveness of your social media marketing strategies is crucial for optimizing your campaigns, refining your targeting, and achieving your marketing goals. It also allows you to evaluate your ROI, stay competitive, and make data-driven decisions that can help you achieve success on social media platforms. That said, here are five ways to measure social media marketing effectiveness.

You can determine the audience reach of your content using the “ reach ” measure. In other words, it shows how many people have already seen your publication once. Therefore, care should be used when utilizing reach as a success statistic. This is due to the reach metric’s frequent usage of estimates. The advantage of this, though, is that it enables you to estimate the size of your possible audience. A reach of 10,000, for instance, indicates that 10,000 individuals will at least once view your publication in their news feed.

2. Impressions

Impressions reflect how frequently your publication has been displayed on screens. The same person can view this content many times. In the preceding example, if your reach was 1,000 and you had 10,000 impressions, you could conclude that users had viewed the publication 10 times.

3. Social media mentions

The number of times a person or influencer has cited your work is referred to as the number of mentions . This is one method of expanding your audience. Getting frequently cited may indicate that the quality of your article is appreciated. For instance, the @personname function is used when a user or influencer mentions you in a post or shares your material. They will let you know that they’ve mentioned you.

4. Customer service

Having good customer service ensures that you can build a strong reputation and culture among your business. Providing excellent customer service always helps you keep clients. Keeping consumers improves revenue and is also far less expensive than trying to acquire new ones.

Retention through customer service is one of the most important factors that could measure your social media marketing effectiveness. If your customers are more likely to complete a transaction or purchase because of good customer service brought by your social media marketing, then this shows that your social media marketing is effective.

5. Sentiment analysis

Sentiment analysis can be a useful tool for measuring social media effectiveness by providing insights into how people feel about a brand, product, or service. By tracking sentiment over time, comparing to competitors, identifying influencers, and measuring customer satisfaction, brands can make data-driven decisions and optimize their social media strategies for better results.

There are many ways to measure your social media marketing effectiveness. By tracking metrics such as engagement, reach, brand mentions, and sentiment analysis you can determine the impact of your social media campaigns. Indeed, determining social media effectiveness is what social media marketing case studies use to look into benchmarks for their successful social media campaigns.

8 social media case studies that you need to look into

It’s always a good idea to benchmark your social media marketing with those made by other brands. This benchmarking is done through social media marketing case studies. These case studies allow you to take in input and apply them to your own accounts. This way, you can achieve similar, if not better, results.

That said, let us look into 8 social media case studies that you need to look into.

1. Airbnb’s Wonderlust Showcase

Airbnb’s social media marketing campaign utilized Instagram to showcase unique and inspiring photos of their rental properties around the world. By sharing stunning photos that inspired wanderlust in their followers, they were able to increase brand awareness and drive bookings.

The effect of this social media campaign garnered Airbnb over 6.7 million followers on instagram , resulting in an increase in Airbnb’s engagement rate of 1.5% on Instagram , which is higher than the average engagement rate for the travel industry.

Campaign : Airbnb’s Wonderlust Showcase Platform : Instagram Campaign outline : Airbnb’s success is attributable to its effective use of Instagram in showcasing stunning and inspiring photos of its rental properties around the world. What worked? Airbnb’s social media campaign was successful because it effectively used visual storytelling, user-generated content, authenticity, and consistency to create a strong and engaging social media presence. By showcasing the unique value of their brand on Instagram, they were able to increase brand awareness and drive bookings.

2. Make-A-Wish Foundation’s Share Your Ears

Make-A-Wish Foundation was able to increase its social media reach, audience, and engagement when it partnered with Disney in a “ Share Your Ears” campaign .. The strategy of this social media campaign is rather straightforward: Ask people to take a photo of themselves wearing Mickey Mouse ears, post it on social media with a hashtag #ShareYourEars. After that, a $5 donation would be made to the “Make-A-Wish” foundation.

This social media marketing campaign resulted in over 1.7million photos posted and 420 million social media impressions ., which ultimately led to a total increase of 330% in social media reach and a 554% increase in engagement during the campaign.

Campaign : Share Your Ears Platform : Twitter Campaign outline : Take a pic with Mickey Mouse ears, then post it with #ShareYourEars. What worked ? The marketing strategy worked because it relied on the people to post or advertise for the Make-A-Wish foundation. This not only increased the reach of the brand, but also made it organic such that user engagement was prioritized.

3. Nike’s #BetterForIt

Nike created the #BetterForIt Campaign on social media, targeting women with inspiring messages about health and fitness. They used a combination of social media platforms, including Instagram, Twitter, and Facebook, to promote the campaign and encourage women to share their own fitness stories.

The campaign was a huge success, reaching over 800,000 retweets on Twitter, with Nike’s Instagram account gaining over 50,000 new followers within just a week following the campaign. Accordingly, the success of this campaign is shown when Nike expected to garner over $2billion additional sales in 2017.

Campaign : #BetterForIt Platforms : Instagram, Twitter, Facebook Campaign outline : Nike’s #BetterForIt campaign was a marketing initiative that aimed to inspire and motivate women to embrace fitness and become more active. Its goal was to encourage women to participate in fitness activities. What worked ? Nike’s #BetterForIt campaign was successful because it effectively targeted its audience, delivered an inspiring message, used a multi-channel approach, leveraged influencer marketing, and used data and analytics to optimize its approach. By doing so, they were able to create a campaign that resonated with women and helped to build brand loyalty and engagement.

4. Marketing 360’s Social Media Case Study

This case study example from Marketing 360 illustrates the potency of a Facebook ads sales funnel for B2B marketing. A series of social media advertising that targets a particular audience at each stage of the buying process is known as an ads funnel.

You may direct new leads through the sales funnel and convert them into paying customers by outlining the buyer’s journey and developing a social media marketing ad campaign for each stage. A truck lift manufacturer saw a 235% boost in conversions as a result of this social media strategy.

Marketing 360: Facebook Ad Funneling Platform: Facebook What worked: Through the use of Facebook Ad Funneling, Marketing 360 was able to increase its conversion rate by 235% thus increasing sales leads and turning them into paying customers.

5. Coca Cola’s #ShareACoke

Coca-Cola created a Share a Coke campaign, where they printed popular names on their soda bottles and encouraged people to share photos on social media with the hashtag #ShareACoke.

• The campaign generated over 500,000 photos shared on social media using the hashtag #ShareACoke.
• Sales volume for Coca-Cola increased by 2.5% during the campaign period.
• Coca-Cola’s Facebook page received a whopping 870% increase in traffic during the campaign period.

Campaign : #ShareACoke Platform : Twitter, Facebook, and Instagram What Worked? Coca-Cola’s “Share a Coke” campaign was successful because it personalized Coke bottles and cans with customers’ names, encouraged social media sharing using the hashtag #ShareACoke, tapped into emotions, had a global reach, and resulted in a sales increase of 2.5%. These factors, among others, contributed to the campaign’s success in engaging with customers and increasing brand loyalty.

6. Old Spice’s “The Man Your Man Could Smell Like”

In 2010, Old Spice launched a viral campaign on social media called “The Man Your Man Could Smell Like.” The campaign featured a series of humorous videos featuring actor Isaiah Mustafa. The campaign was a huge success and resulted in a 107% increase in Old Spice sales. During this campaign, Furthermore, Old Spice’s Twitter following increased by 2,700% . This campaign likewise generated over 1.4 billion social media impressions during the first week.

Campaign : The Man Your Man Could Smell Like Platform : Twitter, Youtube, and Facebook Campaign outline : The 2010 Old Spice social media marketing campaign, known as “The Man Your Man Could Smell Like,” was a multi-faceted campaign that leveraged various social media platforms to engage with consumers and drive sales. What worked? The 2010 Old Spice social media marketing campaign worked because it was innovative, engaging, and effective at driving sales and building brand awareness. The campaign demonstrated the power of social media as a marketing tool and set a new standard for other brands to follow.

7. Dove’s “Real Beauty Sketches”

In 2013, Dove launched a campaign on social media called “ Real Beauty Sketches .” The campaign featured a forensic artist who drew sketches of women based on their own descriptions of themselves and then drew sketches of the same women based on descriptions from other people. The campaign was a huge success, and the video has been viewed over 163 million times .

• The video was shared widely on social media, with over 4.6 million shares on Facebook and Twitter .
• Increased brand awareness. The campaign helped to increase Dove’s brand awareness, with a 30% increase in sales in the first six months after the campaign’s launch.

Campaign : Real Beauty Sketches Platform : Twitter, Facebook, and Youtube Campaign outline: Dove’s “Real Beauty Sketches” campaign, launched in 2013, aimed to challenge conventional standards of beauty and promote self-confidence among women. What worked? Dove’s “Real Beauty Sketches” campaign resonated with people because of its emotionally engaging content, unique approach, and positive message. It was a powerful example of how a brand can use its platform to promote a positive message and drive social change.

8. Wendy’s #NuggsForCarter

In 2017, Wendy’s launched a Twitter campaign called “ #NuggsForCarter .” The campaign began when a teenager named Carter Wilkerson asked Wendy’s how many retweets he needed to get free chicken nuggets for a year. Wendy’s responded with a challenge: 18 million retweets.

The campaign received over 3.43 million retweets – making it the most retweeted tweet of all time at the time of the campaign. The campaign likewise generated a significant amount of engagement for Wendy’s on social media, with the brand receiving thousands of tweets and mentions from users participating in the campaign. dium.com Campaign : “NuggsForCarter” Platform : Twitter What Worked ? Wendy’s Social media campaign generated a significant amount of engagement #NuggsForCarter campaign was a fun and engaging way for Wendy’s to connect with its audience on social media. The campaign’s lighthearted and humorous tone resonated with users, generating widespread engagement and media attention.ent for Wendy’s on social media, with the brand receiving thousands of tweets and mentions from users participating in the campaign.

The right move

The role of social media marketing is that it allows marketers to connect and interact with potential customers on social media sites like LinkedIn, Twitter, Youtube, Facebook, or Instagram. Marketers can engage their audience with a solid social media strategy and the ability to provide interesting content. Here are the thre reasons why engaging in social media marketing is the right move for your company.

1. Increases brand awareness

Social media marketing can help you personalize your business while fostering loyalty, respect, trust, and authority. This is so because social media marketing increases your brand credibility and trustworthiness . through the publication of materials that highlight the customers that actually use your brand.

2. Boosts website traffic

Ideally, your social network post should direct visitors to your website, which is most likely where they will wind up. By considering your social media sales funnel, your lead can locate your material on a social media platform and ultimately visit it for more information. As what was done in the case of “Marketing 360”. In doing this, you can draw visitors to your website, thus increasing website traffic.

3. Improved brand loyalty

Your customers will find you and connect with you more easily if you have a social media presence. You are more likely to increase client loyalty and retention by interacting with your customers on social media. Considering one of the primary objectives of practically any business is to build a loyal customer base. Brand loyalty and customer happiness frequently go hand in hand.

Key takeaway

While social media marketing may be beneficial to your company, you must first know how to take advantage of this strategy. This knowledge may be sourced from studying and applying case studies of successful marketing strategies. By benchmarking your marketing strategies from unique and successful marketing campaigns, you can boost not only brand awareness but also customer engagement.

That said, here are some important and digested takeaways that you can take with you should you decide to engage in social media marketing:

• Always ensure that your social media marketing is effective. Social media marketing campaigns entail time and resources to implement. So, you have to make sure that your social media marketing is effective by considering factors such as: reach, impressions, mentions, and your customer service.
• Consider Studying Successful Social Media Campaigns. By studying and analyzing how some social media campaigns became successful, you can benchmark and pattern your social media campaigns from them. This allows you to not only have some parallelism with their successful campaign, but also garner any benefits that may result from what has been tried, tested, and proven.
• Engage in social media marketing. Through social media marketing, you can increase brand awareness, brand reach, and customer engagement. This is because of the unique features of social media platforms as well as the sheer number of social media users.

If you have any questions or inquiries, reach out to us on Facebook , X , or LinkedIn , and we’ll be happy to assist you in your app campaigns.

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Social Media Case Studies

Social media case study #1, how we improved social media response times by 3,791%.

Brother International, known worldwide for its home and office printers, sewing and crafting machines, and P-touch labelers, needed help with its customer support process. Due to limited office hours and the number of customer service requests fielded across multiple mediums, the internal team at Brother was unable to respond to many requests in real time. B Squared Media was brought in to integrate with the Brother team and assist with Brother’s customer care needs on social media, improving the company’s message handling and response time exponentially.

Results from B Squared’s Social Media Customer Care Service :

• Reduced the average customer wait time on social media channels from 20 hours to just 32 minutes (a 3,791% faster response time)
• Increased the average messages handled per month from 56 to 2,229 (a 3,980% increase in messages handled)
• Extended customer support hours from 8 hours a day, 5 days a week on 1 social platform — to 15 hours a day, 7 days a week across 3 platforms
• Moved from reactive to proactive coverage, addressing all customer messages and brand mentions

Advertising Case Study #2

How our keyword research garnered a 66.4% reduction in ad cost.

Lippincott® HCP Access requires leads in a niche market with low search volume keywords. B Squared Media was tasked with finding and testing multiple keywords to ensure their Google Ads produced an acceptable lead volume. Our approach was two-pronged: closely monitoring nonperforming keywords, while allowing high-performing keywords to be optimized for lead conversion.

Results from B Squared’s Paid Media Management Service :

• 166% Increase in Leads (from 82 to 218)
• 66.4% Cost Reduction in Cost Per Lead ($20.15 CPL, down from $59.98)
• Cultivated successful keywords and utilized creative copy, bidding strategies, and advertising best practices to optimize daily ad campaigns

Paid Media Case Study #3

How we snagged 3,661 new member signups in only six weeks.

The client, AAA Club Alliance (ACA), needed 2,000 member signups within 6 weeks (by the end of 2020) in an already saturated market. They had branded campaigns already running — which meant B Squared Media and Trust Insights needed to focus on non-branded keywords, change geographic targeting, and look for other hidden opportunities.

• 3,661 New Member Signups (183% of client’s target of 2,000)
• 15.6% Cost Reduction ($101.22 cost per acquisition, down from $120)
• 6.8% Improvement in Avg. Cost Per Click ($2.72, down from $2.92)
• Teamed up with Trust Insights to find unique openings in the ad market, working daily alongside client’s in-house team

Social Media Case Study #4

Using social listening to beef up social chatter around a large conference.

B Squared Media helped NCTE, a non-profit organization, with the management of the social chatter around their conference in 2019, and used social listening and tagging to assist in creating an even more customer-centric conference for 2020.

Results from B Squared’s Social Media Management Service :

• Engaged with the attendees and digital community to provide assistance and build relationships
• Acted as an extension of the on-site team
• Reported back to NCTE with insights from conversation around #NCTE19

*Please note, social listening is an add-on that many clients use to enhance their organic social media management efforts.

Advertising Case Study #5

How we increased subscriptions by 3,500% with a/b testing.

B Squared Media used advertising data and heavy A/B testing to help Payce Pays decrease bounce rates, decrease cost-per-acquisition, and increase sign-ups by 3500%.

Since starting Paid Media Management with B Squared Media:

• Signups grew significantly from 142 to 5,068 per month (a 3,569% increase)
• Instagram conversions went from 3% to 29%
• We decreased overall cost per acquisition (CPA) by 82% — from $8.20 to below $1.50
• Our team provided consistent optimizations to campaigns on a weekly basis, created personalized regional campaigns, and decreased overall Bounce Rate from 66% to 29%

You’ve seen the explosive growth our clients achieved after partnering with B Squared Media. Are you ready for your own social media case study with us? Let’s connect!