THE RETAIL BULLETIN - The home of retail news
Lest we forget
HOME
Department Stores
Electricals
Entertainment
Fashion
Food & Drink
General Merchandise
Health & Beauty
Home & DIY
Interviews
Newsletter
Property
Shopping Centres & Retail Parks
Sports & Leisure
RETAIL INSIGHTS
RETAIL SOLUTIONS
• Omnichannel Futures Conference 2020
• Online Conversion Summit 2020
• Future of Retail Marketing 2020
• The HR Summit 2020
• AI in Retail Conference 2020
ABOUT
CONTACT
SUBSCRIBE FOR FREE
Customer service tweets increase by nearly 50% on Black Friday for UK’s top brands

Zendesk tracks the UK Black Friday social backlash for customer service teams. The UKs top retailers saw a 46% increase in Tweeted complaints and customer queries… View Article

RETAIL SOLUTIONS

Customer service tweets increase by nearly 50% on Black Friday for UK’s top brands

Zendesk tracks the UK Black Friday social backlash for customer service teams. The UKs top retailers saw a 46% increase in Tweeted complaints and customer queries on Black Friday, according to social analysis conducted by customer experience platform Zendesk.Inc.

The UKs top retailers saw a 46% increase in Tweeted complaints and customer queries on Black Friday, according to social analysis conducted by customer experience platformZendesk.Inc.  

The analysis covered the full Black Friday and Cyber Monday weekend, comparing it to the previous weekend. During this online shopping glut 74% of the @ mentions the UK’s top retail brands saw were customer service related, made up of negative experiences or customer service questions.

 “Black Friday has become a shopping phenomenon in the UK, but for retailers this busy time of year can be a double-edged sword,” commented Prelini Udayan-Chiechi, VP EMEA at Zendesk. “With a huge spike in sales opportunities, comes a tidal wave of customer enquiries and issues. A third of those who shop online encounter issues, with customer queries shooting up over 40% (Zendesk survey 2016). Whether it’s failing sites, poor delivery or faulty products, so many of us take to social media to air our grievances – clearly even more so when a deal is at stake.”

Zendesk analysed @ mentions on Twitter for the UK’s top 10 online retailers by revenue. The list included giants such as Amazon, Tesco and John Lewis and looked at the number of customer service questions and complaints these brands dealt with over this period.

The most common complaints were down to missed deliveries, being put on hold, call-backs that never came, issues with ordering and being told something was in-stock when it was sold out. The most common words for customer service queries and complains over this period were ‘service’, ‘wait’, ‘delivery’, ‘order’ and ‘call’. The top hashtags included #customerservice, #poorservice # blackfriday #badcustomerservice and #disappointed.

Neutral or negative customer service related tweets, increased by over a third (36%) during 5-day period around Black Friday and Cyber Monday. Overall customer service tweets, including positive experiences, increased by about a quarter (26%).

“Customer expectations around service have skyrocketed and social is quickly becoming the first place that customers turn for answers. Hiring a bus load of customer service staff to handle the holiday increase is just not feasible for many businesses so they need to take a proactive approach,” commented Prelini Udayan-Chiechi, VP EMEA at Zendesk. “Businesses should look hard at the most common requests over this period and use that data to fuel a self-service strategy for next year. According to our research the vast majority of customers prefer solving problems on their own. Giving them the tools to do so is a win win: you eliminate the peak period volumes and give your customers a better experience.”

 

Email this article to a friend

You need to be logged in to use this feature.

Please log in here

Subscribe For Retail News

RETAIL EVENTS

Omnichannel Futures Conference 2020
Omnichannel Futures Conference 2020
5 February 2020
Cavendish Conference Centre, 22 Duchess Mews, London W1G 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy
Online Conversion Summit 2020
Online Conversion Summit 2020
April 30 2020
The Hallam Conference Centre, London W1W 6JJ
The Retail Bulletin Online Conversion Summit 2020 Partnered by IMRG
Future of Retail Marketing 2020
Future of Retail Marketing 2020
9 June 2020
Hallam Conference Centre, 44 Hallam St, London W1W 6JJ
The Future of Retail Marketing for Customer Engagement
The HR Summit 2020
The HR Summit 2020
1 October 2020
Hallam Conference Centre, London W1W 6JJ
Company values, collaboration with employees and driving a major HR transformation to create a truly omnichannel experience, need to be at the heart of the organisation's culture and brand
AI in Retail Conference 2020
AI in Retail Conference 2020
14 October 2020
Hallam Conference Center, 44 Hallam Street, London W1W 6JJ
CONFERENCE AIMED AT RETAILERS WORKING IN MARKETING, IT, DIGITAL, DATA AND TECHNOLOGY