Vega has been successfully using social media for customer service. It does use Facebook and Twitter however, Instagram is its biggest outlet for marketing and service. Using two separate teams the company uses Instagram and has one team specified to promote education about their products and also second team that fields customer service inquiries. This highly skilled service gets them more shares on Instagram and other social media and is increasing brand awareness and sales.
- Over 65% of Vega’s social media conversations happen on Instagram. The brand’s products lend themselves especially well to the visual social media platform.
- Vega cultivated a relationship with “superfan” Carl, sending him samples and a t-shirt in addition to social media engagement, and also sent a catered selection of samples to a dissatisfied customer
- Vega’s strategy has led to a 98.5% positive brand sentiment on Instagram, as well as 48,000 additional followers.
“Vega uses customer-service software Conversocial to manage its monitoring and response workflow. The brand has also reorganized its internal structure.”