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How Warby Parker’s Customer Service Videos Have Created Life-Long Fans

Out-of-the-box thinking helps online businesses secure stronger relationships with consumers.

Serena Chu
Serena Chu on January 23, 2014.

Businesses have been getting creative with the way they provide customer service, and for Warby Parker that means personalized YouTube videos and comical emails. Instead of responding with a quick, thoughtless email, this online eyeglasses seller is leveraging the powers of social media to provide its loyal customers with interactive assistance.

Customers inquiring about additional information from Warby Parker representatives will come across funny and slightly corny jokes in their return emails. For example, one customer received an email that said, ““Hey Kari, What do you call a fish without an eye? A FSHhh! Get it? : )”

While the videos are created to address individual concerns, Warby Parker has found that these recordings are actually being shared amongst a larger demographic. With more than 80 views per Youtube response, the company has made social networks the base of its operations. It’s true that Youtube has become a major platform of consumer engagement for the company, but Twitter has continuously been its most popular customer service channel.

Dave Gilboa, co-founder and co-CEO of Warby Parker, says:

The great part about Twitter is everything is public, so everyone else can see how thoughtful we’re being.

Check out one example of how Warby Parker is reaching out to customers directly:

Warby Parker

Source: Mobilemarketer, Internetretailer

Images: Warby Parker

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