Case Study: Tea retailer DAVIDsTEA achieves 95–99% Twitter customer satisfaction with Hootsuite

How DAVIDsTEA is transforming customer service with Hootsuite

DAVIDsTEA is a Canadian specialty tea retailer (founded 2008, 120+ stores, 150+ blends) that set out to build a loveable, modern brand on social media. With high customer expectations and an organic content strategy spanning Facebook, Twitter, Instagram and more, their biggest challenge was capturing every conversation and responding authentically rather than with robotic replies—missing tweets meant missed opportunities to engage customers.

They adopted a playful, channel-tailored content program and used Hootsuite to monitor streams, geo-target content, and respond from anywhere via the mobile app. The result: a 95–99% customer service satisfaction rate on Twitter, stronger brand exposure and customer engagement, and measurable growth of their social business across North America.

DAVIDsTEA

Youri Hollier

Social Media Manager