These are all unique things we have done that are specific to our business and designed to blow our customers away.” A Core Philosophy Makes All the Difference We also send playlists with music recommendations based on some of their music history or put a message into the song titles when we respond to customers. If a customer tweets us with ‘I love you Spotify’ we will tweet them back with the song ‘I love you more’, for example. “We have come up with ways of building those Wow Moments for our customers such as including a song in our message. Spotify focuses on creative ways of interacting with their customers to ensure that issues are resolved as quickly and concisely as possible – crafting those moments of, “Wow!” that bring people back and build brand loyalty. There also needs to be a methodology behind this engagement that epitomizes the brand. It’s just that now there are more ways for consumers to get in touch with brands, and the different channels require different skill sets.” “At its core, customer service isn’t changing it’s still about providing customers with solutions. The goal for any form of customer service is to help the customer, regardless of whether it is through traditional methods or social. The more involved you are, the more you can help people.” It’s important to have a presence otherwise you gain no influence over these conversations. “The reason social customer service is so important is because customers are all over the social channels and they’re definitely talking about you. Keeping these customers happy is a full time job, and one that Chug Abramowitz, Global Senior Director, Online and Social Media Customer Support at Spotify USA, does with aplomb. The iconic music streaming service first shot to fame in 2008 with its rich reserves of music from labels such as Sony, EMI, Warner Music Group and Universal, and today has over 60 million active users. Spotify is already talking to their consumers, and they’re having all kinds of fun.

It’s about the conversations that businesses need to have with the people who use their services and products. Social customer service is all about customer engagement. Spotify drives rich engagement with their dynamic social customer service strategy.

How to reach spotify customer service