Best Buy

Problem

Best Buy wanted to improve its customers' satisfaction rating by providing both pre- and post-sale questions from its customers and potential buyers.

Their current system of support (e-mail, phone and in-store) was good but costly because they were answering the same question over and over.

Social Media Solution

Best Buy set up a Twitter channel so customers could not only get their questions answered quickly, but others could learn from what others were asking.

Best Buy used traditional media to market their new support initiative called Twelpforce.

Success

Best Buy got 7,500 followers quickly and were answering up to 100 questions a day – reducing costs and building good will for the brand.