On January 24, 2013 one of the clips on my TIMBUK2 Messendger D-Lux Bag broke due to harsh weather conditions. To be fair, it was the second time, cause low temperatures cause the plastic to wear off in general and become fragile. About 40 days ago another one broke, but I replaced it with a spare I had on the other strap that came with the bag…
I’ve had my TIMBUK2 bag for about two years. It is one of the things I carry around every day that I cannot live without. It is functional and I can put everything in there – my iPad, my Friday antipasti bought at the market, my umbrella and even my niece when she was a bit younger… So you can imagine how devastated I was when the clip broke…
Since I already knew before hand that TIMBUK2 does not have retail shops in Germany (I got my bag on Amazon.de), I decided to battle my own laziness and took a picture immediately attaching it to a tweet addressed to @timbook2:
And this is the chronology of events in their full length:
At 8:32 pm I reported the problem (photo included) and asked for help/guidance.
At 8:41 pm (only 9 minutes later) I got a reply with instructions on how to proceed.
At 8:49 pm I shot an email featuring the picture, a screenshot of my amazon order details (so they’d know the model of the bag) and my email copy.
At 9:15 pm I received a reply from “CustomerService At Timbuk2” filled with compassion and asking me from my address.
At 9:23 pm I sent a reply with my address.
To sum up, I had a shout out on Twitter @timbuk2, was transferred to email to deal with privacy sensitive information and none of my time was wasted by unnecessary questions. Throughout the communication I was being treated with genuine care, understanding, addressed by a first name in an informal, but yet polite tone and everything was kept short and to the point. My user experience was just great.
And since I am a digital marketing professional with a thing for User Experience, I can only treasure the approach TIMBUK2 is taking on service design. If one visits their website, they will see the same coherent approach there as well. Starting from shared reference on bag vs laptop sizes, going through well implemented personalisation functionality in their online shop and finishing up with support information from integrated social media channels. These guys have their digital marketing strategy on the right path.
It still amazes me that in the age of social media being used virtually by everyone that is on the net (one way or another), there are still companies that neglect social media integration in their customer support services. To be able to do so, one has to have a well structured service design, otherwise it would be an even greater mess delivering bad user experience.
I’ve wrote today back to them, asking whether it would be possible to talk to their Digital Marketing Manager or the Marketing one, just to learn more about the social customer service integration at the back-end. Not sure, if they will have time for me. But if they do, I will try to make a case out of it and offer it to you on this blog, should TIMBUK2 give their explicit permission to do so, of course.
Kudos, TIMBUK2! You’ve got a customer for life.
Do you have any experience with social media integrated in customer service? Care to share it in the comments bellow?
Source: Old site feed