The 1-800 Flowers feed currently seems to be replying to at least one upset customer a minute, either with an apology or a request for a direct message so that the company can get more information:
Meanwhile, the replies are slightly less frequent on the FTD feed, but the complaints are the same:
But at least these two companies are replying to customers. Yesterday, the folks at STELLAService decided to see how each of the major floral delivery services would do with handling customer service calls and Tweets.
1-800 Flowers was by far the best responder to customer Tweets, with only about 1 minute transpiring between customer Tweet and a response. ProFlowers was second with an 11-minute lag, followed by 15 minutes for FTD’s Twitter feed, 34 minutes for TeleFlora and 49 minutes for Fromyouflowers.com. Several services failed to respond to Tweets at all, found STELLAService.
However, on the phone end, Teleflora had the shortest wait time, with 42 seconds needed to speak to someone. And while 1-800 Flowers might be on the ball with its Twitter responses, STELLAService callers waited an average of 13 minutes and 40 seconds to get a live human being on the line.
You can read all about that study on STELLA’s Happy Customer blog.