One benefit of social media that should cause any business who has shunned the idea of participating to go to their computers right now and get involved is – customer service. We all know why good customer service is so important to a business’ well-being, but many forget the ease at which social media allows this interaction to take place.

Cute shoes!

The reason for my excitement over such customer service is a recent experience I had with a brand on Facebook. Anthropologie is probably my favorite store. (I wish there was one closer to Gettyburg!)  I was browsing their website as I normally do and found the cutest pair of peep toe wedges. Unfortunately, they didn’t come in my size. Normally, I would say “oh well” and move on, but these shoes were different. I really wanted them.  Since I am a fan of Anthropologie on Facebook I figured I might as well post something on their wall just to see if they would be getting more in. I expected someone to write back to me, but say something a long the lines of “we should be getting another shipment in the spring.. etc.”) But instead , the administrator posted a comment with an email address saying they would help me find the shoes. After emailing back and forth with them, they were able to locate the shoes for me at their Newport Beach store. Not only did they find the shoes I wanted, but they put them on hold for me!

Now that’s customer service. Not to mention, customer service that in my case I would have never received were it not for the ease Facebook brought to the situation. I would have not bothered inquiring on the website.

Social media is not something to fear, but should be seen as (among other things of course) a portal for amplified customer service. What are you doing to increase your customer service online? Anthropologie just earned me as a fan for life.

I would love to hear your experiences with customer service on social media!