How 1-800-PetMeds approaches Social customer service [Podcast]

With the apparently limitless popularity of pup and kitten images, motion pictures, and memes on the internet, it might seem that the social media script for america’s biggest puppy pharmacy could basically write itself. but while the clients of one-800-PetMeds do like to post lots of photographs of their pets, the agency itself is critical approximately its enterprise and approximately supplying super customer support.

“We’re a honestly fortunate logo in that we get quite a few folks that love the content material that we share,” says Vanessa Penagos, content and the way 1-800-PetMeds methods Social customer support [Podcast] | Social Media Todayinbound advertising director at 1-800-PetMeds. however “we truely don’t go out of our manner to [post puppy and kitten pictures] just because we can.”

With extra than 8 million customers, 1-800-PetMeds operates in a regulated enterprise in lots the same manner as conventional pharmacies do. So at the same time as they are able to help clients with their orders, there are certain subjects which are off-limits. “We really need to be helpful, but we can’t just be giving out medical advice,” Penagos says.

nonetheless, the organisation differentiates itself with its pleasant interactions and personal touches – like including a loose canine or cat treat with every order (which ends up in lots of social media posts) or remembering a puppy’s call in a destiny interplay after a purchaser has mentioned it or posted it with a image at the enterprise’s fb web page.

A smooth customer service interplay is essential because puppy proprietors are particularly emotional about their animals. “we strive for fast, easy, beneficial carrier” that is “one hundred% consistent” across channels, says Penagos. most purchaser engagement and customer support inquiries come on fb, though Instagram and Twitter are also popular channels. customer service sellers are trained to “put themselves in the patron’s shoes” so the emotional element is anticipated. “A lot of times clients just need to be heard” in terms of court cases, Penagos says, recounting a time whilst a customer ended up deleting a poor publish after the logo responded due to the fact the consumer hadn’t expected a response.

How 1-800-PetMeds procedures Social customer support [Podcast] | Social Media TodayAs a part of its customer support promise, the company offers a one hundred% money–again guarantee with “no questions requested” on non-prescription gadgets together with treats and toys. All returns are donated to animal shelters, in all likelihood ensuing in even more photographs of satisfied puppies and kittens.

Vanessa joined me and Dan Moriarty for Episode 34 of the point of interest on customer support Podcast, sharing her revel in as a marketer, seo expert, and social care chief.
here are some of the important thing points in the interview and where to find them:

1:15 The history on 1-800-PetMeds

1:55 The enterprise’s technique to social consumer care

three:forty five How the social media crew is prepared

four:32 The intersection of social media and search engine optimization

7:05 The forms of social media posts that 1-800-PetMeds sees from its emotionally-invested customers

8:49 Why 1-800-PetMeds maintains a “pharmacy first” method even inside the midst of masses of domestic dog and kitten images

10:20 managing advertising and customer service in a regulated industry

15:58 Which social media channels are largest for a puppy–associated employer?

sixteen:43 The ability position of fb Messenger for customer support

17:45 How 1-800-PetMeds engages with animal shelters

18:forty eight How a social CRM might show helpful in social care

19:39 Vanessa shares a memorable purchaser interplay

21:20 the only aspect that Vanessa knows now that she needs she knew while she began in social care

if you’ve had a exceptional customer support revel in with a brand on social media, please tweet us using hashtag #FOCS so we are able to invite that emblem on a destiny episode. enroll in the focal point on customer support Podcast on iTunes, Stitcher, and SoundCloud.