TikTok’s safeguarding rules mean that users can’t message accounts that don’t follow them, so the app is not the natural home of customer service. On Twitter, Instagram, and Facebook, brands can open their DMs to everyone, but on TikTok they can’t. As for that #leavemealone response, Chan adds, “we were responding to one learner who insists on calling us a chicken, when in fact, Duo is clearly and owl.” “Our support team often replies directly to help customers resolve issues on Twitter,” says Katherine Chan, the company's head of social media and influencer strategy, but doesn't use TikTok in the same way. A comment under the video says, “Glad you care about your customers …” The comment has almost 500 likes.įor Duolingo, the mixup seems to be that the company doesn't see TikTok as a place to address customer issues. She’s really nice.” The video’s caption reads, “Y’all really want me to cry when you say you’re leaving” and includes the hashtags #boybye and #leavemealone. In September-after an unpopular redesign left its users annoyed-Duolingo responded sarcastically to a customer saying they were leaving the app with a popular TikTok sound: “Oh no, it’s Melanie. (Ryanair did not respond to a request for comment.) An August video with 14.4 million views is captioned, “When you realize that no matter how much they complain, they will always fly with you” and features a laughing plane. Budget airline Ryanair has 1.8 million followers on the app, thanks to its practice of responding sassily to passengers. On TikTok, customer service isn’t always that serviceable. It seemed to be saying-Remmington thinks-“Oops, haha, what have we done?” Uniqlo stitched his video and posted a clip of an umbrella with human eyes looking shiftily from side to side. A day or so later, the brand hadn’t responded to his tweet-but Remmington did get a response on TikTok. He didn’t tag Uniqlo, but he did tag the brand on Twitter, a space where social media managers tend to respond to customer complaints. When he was safe and dry, Remmington uploaded a clip of himself screaming and struggling in the rain to TikTok, where he has almost 66,000 followers who enjoy his hyperbolic humor.
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