We’ve shown you some Valentine’s Day disasters from one floral delivery service, and we’re sorting through the many photos sent in by angry customers of other companies. But if you want to see just how peeved customers are, look no further than the Twitter feeds for FTD and 1-800 Flowers.
The 1-800 Flowers feed currently seems to be replying to at least one upset customer a minute, either with an apology or a request for a direct message so that the company can get more information:
@chriskamler I am sorry to hear this has happened. Pls follow and DM so I can help you. Thanks! -Tene—
1-800-FLOWERS.COM (@1800flowers) February 15, 2013
@Samyv I'm very sorry to hear about ur frustration. Pls follow & DM me w/ a order # & I'll be happy to help u. Thx! -Tene—
1-800-FLOWERS.COM (@1800flowers) February 15, 2013
@RyneHarrell I truly apologize for the disappointment. If I can help in any way please follow and DM me with your order # . -Tene—
1-800-FLOWERS.COM (@1800flowers) February 15, 2013
Meanwhile, the replies are slightly less frequent on the FTD feed, but the complaints are the same:
@SidneyIrish Hi Sidney, we're so sorry to hear about this! Can you DM us your order # and contact info so we can look into this?—
FTD Flowers (@ftdflowers) February 15, 2013
@dwuori Hi Dan, we are sorry to hear this. Can you please Follow and DM your order number and contact information so we can assist?—
FTD Flowers (@ftdflowers) February 15, 2013
@netengine1 Hi Michael – we're sorry to hear this, and we'd like to assist. Can you please Follow and DM your order number and contact info?—
FTD Flowers (@ftdflowers) February 15, 2013
@mandee5454 We're so sorry to see this, Amanda. Please Follow and DM your order number so we can look into the issue and contact you.—
FTD Flowers (@ftdflowers) February 15, 2013
But at least these two companies are replying to customers. Yesterday, the folks at STELLAService decided to see how each of the major floral delivery services would do with handling customer service calls and Tweets.
1-800 Flowers was by far the best responder to customer Tweets, with only about 1 minute transpiring between customer Tweet and a response. ProFlowers was second with an 11-minute lag, followed by 15 minutes for FTD’s Twitter feed, 34 minutes for TeleFlora and 49 minutes for Fromyouflowers.com. Several services failed to respond to Tweets at all, found STELLAService.
However, on the phone end, Teleflora had the shortest wait time, with 42 seconds needed to speak to someone. And while 1-800 Flowers might be on the ball with its Twitter responses, STELLAService callers waited an average of 13 minutes and 40 seconds to get a live human being on the line.
You can read all about that study on STELLA’s Happy Customer blog.
No comments:
Post a Comment