We all know customer service isn't just 9–5 anymore, but it's not enough to just handle incoming inquiries. Sure, we answer every tweet within an average of 5 minutes — but it's the extra outreach we take that has propelled Casper's customers to become spread their love of our service, and drive our sales to $20M in our first 10 months.
After our customers purchase their mattress, we make sure to follow up on social by asking how they're sleeping. We give them real advice (even when it means a return) and keep them entertained when they're falling asleep at their desks. When someone tweets a problem with their order, we look into their public social posts to find out what love. If they have a dog, we send them a Barkbox. If they love to cook, we send them a fondue kit.
Casper constantly listens to our customers on social. If they tweet that they're tired, we make sure to tweet them a coffee. If they're going on a trip, we tell them their Casper will miss them dearly (and wants a souvenir). When we notice someone who raves about us, we'll send them something to enjoy with their new mattress — anything from a nightcap to breakfast in bed. During the holidays, we delivered egg sandwiches and coffee to offices where employees were posting about their hangovers. We also took the conversation offline and sent handwritten holiday cards to our most devoted social followers.