13th Annual Shorty Awards Categories

The Shorty Awards honor the talented agencies, brands, and industry leaders behind the best and most innovative work on social media and digital channels, campaigns, websites and applications.

From the 9th Annual Shorty Awards Best Customer Service

This award recognizes companies that are using social media to enhance their customer experience. Specific examples are encouraged.

See previous winners and honorees here.


Kia NiroBot
Our objective with Kia NiroBot was to provide people with immediate, friendly and engaging content about Kia's first-dedicated crossover hybrid delivered in a unique and entertaining way. With NiroBot, we set Kia up as a leader in automotive content experiences and also emerging platforms; conversational interfaces. In the end, we wanted to reach …
ADT Ghost Monitoring
Because of all of the online buzz around holidays in social media, they are frequently key subjects in any brand's social media calendar. Halloween is no exception. The question is, how does a security services brand join the conversation in a meaningful and relevant way?To answer that, we had to appeal to our audience of "Anxious Believers" and "…
Marriott Rewards Facebook Messenger Bot
In September of 2016, Marriott International officially announced the acquisition of Starwood Hotels & Resorts creating the world's largest travel company. At that moment, Marriott Rewards' vision was simple: We must provide frictionless experiences powered by tech, allowing the program to easily engage with members during what was one of the most…
@Casper Tackles Tiredness
The majority of customer service exchanges happen before or during a purchase. Agents are trained to focus on anything and everything to help consumers decide to click buy. But what happens next? When the 30 day return window has passed and you're stuck with your purchase, does your email address just become a cell in a database? We care most abou…
Excellent Customer Service is Amazing Marketing
Social Media customer support is the much expanding next phase of the customer experience. The location and method that a customer wants to communicate is an extremely critical part of customer support. As communication evolves from phone to text to Twitter and beyond, Social networking is transforming the world of customer interactions, enabling …


Best in Class Social Customer care
Bimbo Bakeries USA is the world's largest baking company. We handle social media for national and regional brands such as Entenmann's, Thomas', Sara Lee Bread, Sara Lee Snacks, Boboli, Arnold, Brownberry, Oroweat, Sandwich Thins, Goodbye Gluten, Little Bites, Grandma Sycamore, Beefsteak, Mrs. Baird's, Stroehmann, Freihofer's, Nature's Harvest, San Luis Sour…
Liberty Mutual Insurance Social Care
Liberty Mutual's Social Care program delivers quick and quality customer service through personalized and real-time interactions on social. Insurance is not typically top of mind for consumers. However, when insurance becomes necessary it is usually a highly emotional time in their lives. Liberty Mutual's mission to help customers live life with less worry …
United Airlines Customer Service
Using social media as a means of customer service has become extremely normalized. Customers have become accustomed to the formula of getting assistance from businesses: post loudly on their channels until a customer service representative responds to your issue. Given social's transparency and visibility, there are high stakes regarding how quickly and how…
What It Means When Someone Tweets About Everlane Customer Service
At Everlane, we want to do everything better. We want to make better quality clothes, deliver a better brand experience, and especially provide better customer service. We take a lot of pride in our CX team and their ability to heighten someone's Everlane experience. Simply put, our objective is to serve our customers as best as we can, which we do in part …

About the Shorty Awards

The Shorty Awards honor the best of social media.

Millions of people participate in The Shortys to recognize individuals and organizations producing great content on Twitter, Facebook, YouTube, Instagram, Twitch, TikTok, Snapchat, and the rest of the social web.

winners have been announced. follow us to see who won!