Atlassian aces social customer care
Posted: Wed Jan 22, 2025 4:24 am
Our Index research found that consumers think prioritizing jamaica b2b leads direct audience engagement makes brands more memorable than publishing trendy content or taking risks with posts. This is something B2B software company Atlassian takes seriously—rather than just maintain a certain social publishing volume, they focus on creating meaningful moments with their vast user base.
One of the brand’s values is “Don’t f*** the customer,” and this audience-first mentality shines through on social. Their Jira brand in particular runs a masterclass on what robust social customer care should look like. For instance, they are quick to respond to product feedback and questions—but in a way that feels personal, not robotic.
An X post from Atlassian Jira, responding to a user sharing feedback about the product's user interface.
They also make it a point to monitor (and sometimes chime in on) broader conversations happening about project management tools. This approach lets Atlassian’s social team build stronger relationships with existing users and build awareness with future customers.
Zappos makes customer obsession a timeless style
For more than two decades, online retailer Zappos has been on a mission to “deliver WOW.” This focus on delivering an unmatched customer experience and service is embedded across the company’s values, hiring processes and (of course) its digital investments.
The brand wields its vast amount of customer data for good—that is, valuable personalization. For instance, Zappos sends tailored emails to parents based on when their children might be ready to size up in shoes. Small acts of service like this can alleviate major stress in a customer’s day, and make Zappos the hero.
Zappos also recruits real customers to be the face of their creative efforts. Their “Start Where You Are” campaign features runners at all stages of their athletic journey, with a variety of backgrounds and body types.
One of the brand’s values is “Don’t f*** the customer,” and this audience-first mentality shines through on social. Their Jira brand in particular runs a masterclass on what robust social customer care should look like. For instance, they are quick to respond to product feedback and questions—but in a way that feels personal, not robotic.
An X post from Atlassian Jira, responding to a user sharing feedback about the product's user interface.
They also make it a point to monitor (and sometimes chime in on) broader conversations happening about project management tools. This approach lets Atlassian’s social team build stronger relationships with existing users and build awareness with future customers.
Zappos makes customer obsession a timeless style
For more than two decades, online retailer Zappos has been on a mission to “deliver WOW.” This focus on delivering an unmatched customer experience and service is embedded across the company’s values, hiring processes and (of course) its digital investments.
The brand wields its vast amount of customer data for good—that is, valuable personalization. For instance, Zappos sends tailored emails to parents based on when their children might be ready to size up in shoes. Small acts of service like this can alleviate major stress in a customer’s day, and make Zappos the hero.
Zappos also recruits real customers to be the face of their creative efforts. Their “Start Where You Are” campaign features runners at all stages of their athletic journey, with a variety of backgrounds and body types.