Content marketing: Telling Meaningful Stories

Who has some of the best customer service on Twitter?

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Twitter seems to be my go-to nowadays to get a customer service question answered or issue resolved. The social team is often easier to reach than somebody on the phone. And many times quicker. And I don’t have to wait on hold. So here are my examples of Twitter account with best customer service in alphabetical order and the reason why they are listed.

American Airlines
@AmericanAir

You can basically tweet them with all kinds of requests:

  • Complaints
  • Compliments
  • Rebooking
  • To be backed up on other flights
  • Upgrades
  • General questions

They also have been able to fix issues for me that I wasn’t able to fix over the phone. So I really appreciate their social media service.

They respond pretty quickly and are helpful. I once was bumped to a really small legroom seat on a London-Chicago flight. Popular travel site The Points Guy wrote about that case here. American Airlines even sent me a voucher via Twitter. ⭐️⭐️⭐️⭐️⭐️

Delta Airlines
@Delta
Delta also responds pretty quickly and once gave me bonus miles when previous passengers had left spilled tea on my first class seat. ⭐️⭐️⭐️⭐️⭐️

Portland, Maine, airport
@portlandjetport

Flying out of there in the summer of 2017 I didn’t know if they had a TSA precheck lane. I asked on Twitter on a Saturday night. They responded within seconds to let me know they had one. ⭐️⭐️⭐️⭐️⭐️

TSA
@AskTSA
Yes, the Transportation Security Administration responded too when I asked about pre-check in Portland. A bit slower. ⭐️⭐️⭐️⭐️

US Postal Service
@USPSHelp
I once had an urgent express mailing that was on the way to my house but we were heading out on vacation. The text alerts I was getting were confusing but the social team did a great job being helpful and explaining what was going on. They even called my carrier and then me to make sure the connection was made. ⭐️⭐️⭐️⭐️⭐️

UPS

‪@UPSHelp ‬

I have to call these guys out because they responded to an untagged comment about them that wasn’t even directed at needing something from them. Here’s the sequence in screenshots:

That’s ⭐️⭐️⭐️⭐️⭐️ for social listening. Well done. 👍

Twitter customer service wrap

There’s is a common thread with these accounts;

  • They respond quickly
  • They are helpful
  • They know their areas

It sounds simple in theory, but responding in a timely fashion is super important and then actually being helpful is important as well. Making customers wait and telling them they have to call somebody else is not helpful at all!

Related: Why customers should never have to repeat themselves on phone calls!

Except for the U.S. Postal Service they are all also part of the travel industry. Maybe there’s something to learn here. Maybe the travel industry is a trendsetter when it comes to social media customer service. I don’t know.  I’ve even blogged about British Airways’ social media customer service before. Interestingly, the United States Postal Service interaction had a connection to travel as well as I was expecting a letter from the Brazilian government to travel there.

Related: Hertz car rental story: Small gestures can mean a lot!

Thumbs up to all of them. Helpful brands can build and keep customers. Anyone can do it and maybe even should.

Contact me here to get help with your customer service social media strategy and implementation 

What are your favorite customer service Twitter accounts? Drop me a note below:

This was first written in August 2017 and I later added the UPS Twitter account in November 2017.



Disclaimers: The information provided in articles is for informational purposes only and not personalized advice. It's accurate to the best of my knowledge at the time it's published. Enjoy and best of luck telling the best stories in your organization and life!

Christoph Trappe

Hello and thanks for stopping by. I’m Christoph Trappe.

I’ve written two books, speak at conferences around the globe and blog frequently on here. I love sharing my stories and helping organizations share theirs.

If you need help, just visit the Contact Me page in the navigation and drop me a note. I’m always happy to chat!

Thanks for reading!

– Christoph
ctrappe@christophtrappe.com
319-389-9853

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