When TikTok first appeared on social media in 2018, this was difficult to foresee what a powerful force it would grow to be. But what precisely is TikTok?
TikTok is currently the seventh top popular social platform in the world including over 2 billion downloads (and counting!), but because it is the application of choice for hyper influential Gen Z, it has an outsized impact on the cultural zeitgeist. TikTok is responsible for gastronomic fads, a new generation of well-known canines, nostalgia for the 2000s, and Addison Rae’s acting career.
Describe TikTok:
A software for social networking called TikTok focuses on quick videos.
With videos that are about five and 120 seconds long, many individuals consider of it as a bite-sized version of YouTube. With a goal to “inspire creativity and offer joy,” TikTok describes itself as “the premier destination for short form mobile videos.”
Algorithm Tiktok:
TikTok has an edge over the other social media sites thanks to its distinctive algorithm. TikTok is very addicting and gives any creator the chance to go viral thanks to its capacity to compile endless stream of video that are extremely tailored to a user’s own interests. According to a recent SEMRush analysis that examined 300 among the most famous TikTok videos, non-verified accounts produced 83% of the viral TikTok videos. TikTok’s algorithm provides the videos of regular people to appear on any user’s “For You” page as long as the content is relevant to their interests, unlike Twitter or Instagram where accounts without substantial followings are difficult to achieve renown.
CX and TikTok:
Since its debut in 2016 TikTok has rapidly surpassed its image as a gathering place for dancing, lip-syncing youths. The new social media platform has emerged as a powerful cultural force with the fastest rate of expansion. Unsurprisingly, it’s now a location where businesses can interact with existing clients and draw in new clients. According to recent projections, TikTok will have 1.5 billion users by 2022, and businesses have jumped on board to leverage TikTok as a marketing device to raise brand exposure and engagement. Less discussed are the prospects for customer service provided by the app.
Customer service is necessary everywhere there is an audience. No matter how modest their following may be, any creator can experience tremendous growth and interaction thanks to TikTok’s algorithm.
This means that TikTok is a beneficial platform for marketers of any size to engage with a sizable audience and engage with them directly. The app’s distinctive culture of lighthearted and incredibly casual “behind the scenes” footage is another factor to take into account. Although every business may not be suited to this casual tone, TikTok offers the chance for those who are interested to humanise their brand.
Some companies have already entered the TikTok world after realising the app’s potential for improving customer service. In order to provide ideas for your TikTok strategy, the four TikTok brand accounts that are successfully utilising the platform to improve their consumer experience.
Chatting with TikTok Customer Service:
GetHuman always knows how to use live chat when it’s offered by a business like TikTok. Additionally, we typically have talking points and advice to help the dialogue move along quickly and provide better results. NaN consumers have been looking for TikTok customer assistance through live chat for the past 18 months, and they have had to break the bad news to them: they don’t. In addition to lacking a live chat feature, TikTok also lacks phone number, which suggests that they lack the manpower necessary to manage handling live chats with their users.
GetHuman will continue to use the greatest strategies and time-saving tools to walk you through virtually every TikTok difficulty you might run into in order to help you resolve it. Most consumers contact TikTok via chat because they are experiencing App Won’t Load, Account Access, Hacked Account, Cancel Account, Locked Account, and other customer support concerns; nevertheless, they frequently use other GetHuman resources instead to really address their issues. Since live chat isn’t really available, they strongly advise stating the nature of your problem above. GetHuman can then direct you to the email information that can solve your particular issue.
Since it might be difficult to discern whether businesses including TikTok offer customer service over live chat, we started gathering this data and the top alternatives from users like you. To help us all out in making customer service less irritating, keep telling people what you learn regarding contacting TikTok with GetHuman.
4Companies who Use TikTok for Customer Support and Takeaways:
1: Starbucks:
When you first look at Starbucks’ TikTok stream, you might assume that it revolves around traditional marketing with fresh drink and product promotions. A closer examination, however, exposes films of genuine, in-person client encounters with baristas.
These articles showcase certain Starbucks baristas that go above and beyond to give customers more than just their coffee. After hearing a mother’s children crying in the car, a barista is shown on TikTok offering emotional support to her. In another video, a barista surprises a client at the drive-through with a “customer of the week” sign and prepares their preferred beverage as a small celebration.
The fact that these TikTok videos were created and posted by actual customers, rather than Starbucks or its staff, lets audience know that customer support encounters were not pre-written.
Takeaway: By demonstrating how its staff goes above and beyond to satisfy customers in real life, Starbucks highlights the human element of its business.
2: Ryanairce
The value of Ryanair is its low cost. The ability of the airline’s TikTok account to transform jokes and complaints of low-cost carriers into humorous content is its primary selling point.
Ryanair proudly admits that their first-class service is not luxurious and that it is not at all as pleasant as flying first class with AirFrance. For instance, Ryanair made fun of their cramped seating and dearth of in-flight entertainment in a TikTok video that was posted. Their openness to participating in jokes about themselves demonstrates self-awareness and fosters customer trust. Ryanair proves that it is listening attentively to their clients by making comedy out of complaints.
Takeaway: Ryanair participates in the joke to demonstrate self-awareness and foster customer trust.
3: SweetGreen
Sweetgreen taps into the well-liked “FoodTok” TikTok subculture, in which makers create and distribute recipes to their audience. Videos demonstrating how to prepare Sweetgreen’s spicy cashew dressing and sesame tofu at home make up the majority of their TikTok stream.
Every recipe is the result of a request from a consumer, as Sweetgreen takes sure to highlight in each video they release. Viewers may notice that each TikTok’s cooking video is a response to a user’s comment at the top. By allowing users to control their TikTok material, Sweetgreen demonstrates how attentive and receptive it is to the requirements of its users.
Takeaway: To demonstrate that Sweetgreen values its customers’ needs and interests, it gives them the opportunity to voice their ideas for TikTok content.
4: Starface:
The star-shaped acne stickers made by Starface are the company’s best-known product. The company employs TikTok as a kind of interactive FAQ page. Starface responds to common product queries and worries in its TikTok video, such “How many stars are included in the pack?” or through Q+As and lessons, “Should I use after my moisturiser?”
Many of the brand’s TikToks show customers utilising the goods to address their skincare issues, however some TikToks show Starface personnel using the stickers. This makes it possible for Starface to interact personally with followers while also troubleshooting and responding to product-related FAQs.
Takeaway: Scarface uses TikTok as an alternate customer service platform to foster personal relationships with its clients.
Customer Care Features on TikTok are Helpful:
1: Q&A:
The Q&A function, which is exclusively available to Creator accounts, enables users to mark any comment like a Q&A question, making queries in the comments section clearly distinguishable. A video with such a Q&A sticker or a comment from the author can be used as a response.
2: Stitch:
Any user can utilise Stitch to incorporate a clip from a different user’s video into their video. Users can use this feature to build upon or directly address the posts of others. Brands now have the chance to forge closer relationships with consumers by highlighting their postings in outreach initiatives or generating interest with their own TikTok content.
3: Duet:
Similar as Stitch, the Duet function places the 2 videos side by side while allowing people to add to the work of another creator. As a novel method of content interaction, Duet enables brands and users to share the stage on the same screen. For instance, the Canadian shoe brand Vessi created successful Duet giveaway program in which they paired client testimonial videos with a footage of the business giving their consumers a free pair of shoes.
4: TikTok Live
Creators may livestream and communicate with the viewers in real time with TikTok Live. Customers cannot go back and watch livestreams after they have ended since they cannot be saved.
The fact that none of these four accounts take themselves terribly seriously is what makes TikTok so successful. Due to the app’s preference for unedited information, companies can present a more approachable side of their company. TikTok is a new platform that is always experimenting and trying out new features. Even more opportunities for providing excellent customer service appear likely to materialise as it develops and gains greater impact.
