Birchbox Turns To Snapchat For Customer Service

Birchbox Turns To Snapchat For Customer Service

The subscription service has been testing the platform's voice calling features to handle customer issues for an hour every Monday afternoon

Marielle Castillo
  • 28 july 2016

More brands seem to be taking advantage of Snapchat and its 150 million daily users, experimenting with filters and branded lenses, but monthly beauty subscription service Birchbox is paying attention to one feature in particular. The brand recently invited its followers on the platform to call them using Snapchat’s video and voice calling feature, which allows users to initiate calls directly from chats even if the recipient isn’t currently in the chat. Juliette Dallas-Feeney, Senior Social Media Manager, and Lorelei Orfeo, Senior Manager of Trends and Content Development posted a story on the brand’s account and received around 30 calls within an hour. On average, each call lasted around five minutes and age groups included teens and mothers of teens.

Access this article for free
Fill in your email below and you'll gain access to this article while also receiving a number of membership features as part of a special 30-day trial.
*Already a member? Log in here

Learn About Our Membership Services

Need Research Help?
As a member you can ask us any research questions and get complimentary research assistance with a 4-day turnaround. Reports inclde stats, quotes, and best-inclass examples on research topics.
Remain Informed & Strategic
We publish several trends reports each month. By becoming a member you will have access to over 100 existing reports, plus a growing catalog of deep topical analysis and debrief-style reports so you always remain in the know.
See Trends Come To Life
Meet your peers and immerse yourself in monthly trend and innovation webinars and discounted conferences.
No search results found.