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Vocamx is a case of how a brand reacts to a complaint for poor service on social networks, offering its sacrifice.
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Vanessa Huppenkothen’s profile has become an important precedent for how valuable the market becomes.
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A study titled “Global State of Customer Service Report 2017” He realizes how important social networks are in customer service.
Vanessa Huppenkothen denounced in networks that he forgot his laptop in Uber and asked the platform for help, so that it would be in charge of contacting the driver and finding the whereabouts of the device.
The act of how social networks are a key channel in customer service, led to important conclusions in studies As the “Global State of Customer Service Report 2017”.
Within this document it was established that 39 percent of those surveyed in the United States stated that they believe that social networks are an effective channel for customer service”, as Statista concluded when presenting the previous study exclusively to subscribers. from the platform.
A forgotten laptop in Uber
Vanessa Huppenkothen he lost his laptop on a trip from Uber and the complaint he made on social networks got out of control with criticism of his action.
Hello! I’m not accusing, I’m just asking you to contact the driver to see if he has it. Greetings!
— Vanessa Huppenkothen (@vanehupp) May 9, 2023
“Hola Uber Mexico, yesterday I forgot my computer on this trip and no one helps me find it, neither on their platform, nor by mail, nor by phone… Could it be here? Thank you!”, can be read in the publication of the host of ESPN.
Currently the publication was deleted by the driver, despite the fact that it exhibited the response of Uber Supportwho replied to her message, regretting the experience she had had, for which they asked her for the email with which she is registered on the platform, as well as the phone number she uses in her account.
Due to the amount of criticism in which they defended the driver against the forgetfulness of the television presenter, Huppenkothen herself responded to the accusations, acknowledging that she did not blame the driver, for which reason she only asked for support so that they could contact said person and ask him If you have such a device.
The host’s story reminds us how important the connection with the consumer through social networks has becomewhere the brand reacted to the public denunciation of ESPN talent and established an interesting precedent on how to manage customer service networks.
To understand how important social networks are for customer service, we saw an excellent case in this regard with vocamxa T-shirt sales venture that made the greatest sacrifice ever seen in the sector.
Today I bring you an example of poor management of RRSS and how this can lead to extreme measures for a brand. #InformaciónQueCura pic.twitter.com/DlicGVBbLv
– Lic puppy (@DoggyCM) May 12, 2021
It all started when “Lic perrito” (@PerritoCM, Twitter) showed a conversation between a consumer and the community manager of vocamxwhere she asked a series of questions, to find the correct size of the garment that she was interested in buying.
Due to the number of questions, the community He got desperate and verbally assaulted the woman, so the story immediately went viral on social networks.
After the response generated, the brand offered to close as a measure to demonstrate their position against the aggression of which the consumer was a victim.
Both cases show how important social networks are for brands’ customer service departments and how they find in these channels a unique opportunity for interaction with the consumer, through activities that demonstrate how important social media has become. digital market in brand communication with customers.
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