Beauty product subscription service Birckbox is trialing whether it can do its customer service through Snapchat. Customers have to use the app’s video and voice calling features.
First test proved major success
Once a week, customers can Snapchat call to talk to someone at Birchbox. In a first test, the company dealt with 30 phone calls per hour, averaging 5 minutes per call.
A section of the users was just curious to see whether there would actually be a call, while several others actually asked Birchbox for beauty tips. Another group of customers merely wanted to show the items they had just received.
“We also noticed that some callers are following us on Snapchat but they haven’t yet subscribed to Birchbox, so we explained to them the benefits of becoming a subscriber,” Senior Social Media Manager Juliette Dallas-Feeney said. “The calling features can help us bridge the gap between just engaging on Snapchat and actually signing up for our service.”
Birchbox received plenty of requests for another Snapchat session after its first trial, which is why the company has now decided to do it once a week.
