Latest / Social Media Marketing with Fexingo: Instagram, TikTok, LinkedIn, and Platform Strategy
How Brands Use Social Media for Customer Service at Scale
In this episode of Social Media Marketing with Fexingo, Lucas and Luna dive into how brands are using social media as a frontline customer service channel, not just a marketing one. They examine Delta Air Lines' dedicated X support handle, which handles over 50,000 inquiries per month, and compare it to Zappos' legendary phone-based approach that now integrates social chat. The hosts break down the economics: why a social media response costs about $1 per interaction versus $5-$10 for phone support, and how companies like Spotify have turned service replies into viral brand moments…
The skinny
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