{"id":5093,"date":"2014-08-04T14:38:26","date_gmt":"2014-08-04T09:08:26","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2014\/08\/04\/zappos-social-customer-service-review\/"},"modified":"2023-08-18T11:49:41","modified_gmt":"2023-08-18T11:49:41","slug":"zappos-social-customer-service-review","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/zappos-social-customer-service-review\/","title":{"rendered":"Why Zappos is awesome when it comes to customer service?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5093\" class=\"elementor elementor-5093\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-78ca0609 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"78ca0609\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-565862e3\" data-id=\"565862e3\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-677b3bcb elementor-widget elementor-widget-text-editor\" data-id=\"677b3bcb\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-5102 aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/zappos-logo-300x300.jpg\" alt=\"zappos-logo\" width=\"300\" height=\"300\" \/> Image via Facebook.com\/zappos Zappos.com is an online shoe and clothing shop currently based in Las Vegas, Nevada.<br \/>Zappos is known for its disruptive marketing strategies and is one of the most successful brands on social media platforms.<br \/>Zappos was founded in 1999 by Nick Swinmurn and since then it has become one of the world\u2019s largest online stores in the world.<br \/>Now, we are going to dissect various elements of their social customer service approach one by one to find out how the e-commerce giant is doing on social media;<br \/><strong>Parameter 1 \u2013 Tone of Messaging<\/strong><br \/>Zappos is fabulous when it comes to talking to its customers &#8211; Both on Facebook and Twitter!<br \/>They are very to the point and follow a very gentle tone!<img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/param01.png\" alt=\"zappos-facebook\" width=\"552\" height=\"308\" \/><br \/>Especially, in the below screenshot, Zappos team is carrying a very informal tone which suits to the brand image<br \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/param02.png\" alt=\"zappos-awesome\" width=\"488\" height=\"220\" \/><br \/><strong>Parameter 2 \u2013 Are they sending canned responses, without understanding the context?<\/strong><br \/>Not at all &#8211; I just love the way Zappos responds to its customers!<br \/>They not only solved the problem but went out of the way to reassure the customer \u2013 This indicates that we have a human not an automated machine sitting on the other side!<br \/><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/param03.png\" alt=\"zappos-twitter\" width=\"631\" height=\"577\" \/><br \/><strong>Parameter 3 \u2013 Turnaround Time<\/strong><br \/>On Facebook their response time is close to 1 hour and on twitter the response time is 141 minutes for @Zappos_Service<br \/>This is a point of concern \u2013 Zappos Team should be real fast and quick when talking to its customers online as majority of people online expect a response within the first hour.<br \/><strong>Parameter 4 \u2013 Is brand sending personalized replies?<\/strong><br \/>Yes, and they are doing it in style!<br \/>People are very pleased with their mailers as Zappos send extremely customized messages which is shown in the post below on Zappos Facebook Page;<br \/><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/param04.png\" alt=\"zappos-personalized-messages\" width=\"547\" height=\"216\" \/><br \/><strong>Parameter 5 \u2013 Is brand following up on the complaints?<\/strong><br \/>After sifting through many queries, I observed that Zappos is taking the customer on their own customer chat application \u2013 It looks like a good move to me as it doesn\u2019t allow the negative sentiment to spread publicly.<br \/>But, Zappos haven\u2019t closed any complaint which they got through social media platforms \u2013 The ideal practice would be to leave a message on the same comment thread saying the problem has been resolved!<br \/><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/param07.png\" alt=\"zappos-complaint\" width=\"547\" height=\"285\" \/><br \/><strong>Parameter 6 \u2013 Is brand answering to all the queries?<\/strong><br \/>Yes, they are \u2013 And, not only to queries, Zappos is answering to all the appreciation mails\/posts\/tweets as well.<br \/><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/param05.png\" alt=\"zappos-facebook\" width=\"548\" height=\"344\" \/> <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/param06.png\" alt=\"zappos-facebook\" width=\"547\" height=\"255\" \/><br \/><strong>Parameter 7 \u2013 Is the brand present on major complaint forums?<\/strong><br \/>Zappos.com has created a benchmark for its amazing customer support strategy. I just googled \u201cZappos customer service\u201d and look what I found;<br \/><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/param08.png\" alt=\"zappos-google-search\" width=\"520\" height=\"390\" \/><br \/><strong>Parameter 8 \u2013 Is brand sending duplicate replies?<\/strong><br \/>Not at all!<br \/>Zappos customer support team is sending original personalized responses specific to the complaints and as well as to the appreciation posts\/tweets, which is very encouraging.<br \/><strong>Suggestion: Though, Zappos customer service is very good, they should work on their turnaround time as it is pretty much lower than the industry standards.<\/strong><br \/>I give Zappos.com \u2013 9\/10 on their social customer service standards and approach!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Image via Facebook.com\/zappos Zappos.com is an online shoe and clothing shop currently based in Las Vegas, Nevada. Zappos is known for its disruptive marketing strategies and is one of the most successful brands on social media platforms. Zappos was founded in 1999 by Nick Swinmurn and since then it has become one of the world\u2019s &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/simplify360.com\/blog\/zappos-social-customer-service-review\/\"> <span class=\"screen-reader-text\">Why Zappos is awesome when it comes to customer service?<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":5102,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[1643,1707],"tags":[1839,2223,1644,2109,2110],"class_list":["post-5093","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-crm","category-social-customer-service","tag-online-reputation-management","tag-social-customer-service","tag-social-media","tag-zappos","tag-zappos-social-media-strategy"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Why Zappos is awesome when it comes to customer service? - Simplify 360<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/simplify360.com\/blog\/zappos-social-customer-service-review\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why Zappos is awesome when it comes to customer service? - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"Image via Facebook.com\/zappos Zappos.com is an online shoe and clothing shop currently based in Las Vegas, Nevada. Zappos is known for its disruptive marketing strategies and is one of the most successful brands on social media platforms. Zappos was founded in 1999 by Nick Swinmurn and since then it has become one of the world\u2019s &hellip; Why Zappos is awesome when it comes to customer service? 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