Despite standing out for its social media engagement activities, a leading Indian banking and financial services provider struggled to manage the ever-growing number of brand conversations across social media channels. The brand’s social media channels witness over 50,000 general conversations, receive nearly 10,000 critical complaints, and approximately 3,000 queries regarding their products and services each month. It experiences triple-digit percentage growth of followers every year and receives queries in multiple languages.
Many of the customer queries that were reported in regional languages had been going unnoticed, as the company’s social media team were trained to respond only to queries in English and Hindi. This further posed a significant risk to its brand reputation.
For a brand that takes pride in its relationship with customers, responding to all customer queries in a timely and effective manner was crucial to retaining the trust and sustaining the positive sentiment.
Using Netscribes’ social media intelligence services, this firm was able to achieve a response Turnaround Time (TAT) of less than 20 minutes for first-level responses, address 95% of customer queries at the first level of engagement, and won the prestigious OneDirect award and Twitter Quest CX awards for it’s outstanding customer service.
Download this case study to find out how it was able to achieve this feat.