SOCIAL CUSTOMER SERVICE REIMAGINED
Budget hotels in India are on the rise! Understanding the rising need for affordable accommodation in India, many upcoming chains are strengthening their market position on the back of successful funding. It is no wonder that travellers are reaping the benefits from the rise of these companies.
Continue reading “5 key practices for budget hotel chains to rock at social customer service”
The holidays are finally here! Anyone and everyone is tuning in to their football games or watching the endless Christmas specials. It is also possible that people are binge-watching their favourite TV shows on their preferred streaming service. What if the streaming service were to go down at this time? While it may be a minor inconvenience for some, it might spell doom for those whose plans were to binge watch their favourite televised series! At such a juncture, the customer is going to turn to their streaming service’s social customer care for help. The key question is – are their concerns going to be resolved online?
Continue reading “Whose social customer care is around when your stream is down?”
Christmas is just around the corner, and if you’re done and dusted with your Christmas shopping, then good on you. You can sit back and relax while the rest of us scramble with our last minute shopping. Since most shopping is online now, we’re going to be shelling out the big bucks for express delivery. But what happens when that delivery is delayed and it’s Christmas with no gifts? Continue reading “Do Indian online retailers deliver good social customer care?”
We’re glad to announce that Trooya now supports prioritising Twitter accounts which are verified. This will now enable users to conveniently prioritise people with Twitter verified accounts while managing their social customer service responses.
Initially, users could only filter conversations on the basis of follower count and the Trooya influence score. However, we noticed that every user who needs to be prioritized doesn’t necessarily have a high follower count. This is what drove us to create a support for brands who wished to filter out conversations by Twitter verified authors from all the chatter they receive daily. Continue reading “Trooya now supports prioritising Twitter verified accounts”
According to the NRAI Report, the quick service restaurant segment in India, valued at Rs.9,125 crore in 2016, is set to grow at a CAGR of 22% from 2016 to 2021. The majority of this flourishing segment is in metropolitan areas, with brands essentially vying for the same customers and cannibalizing each other’s sales. Continue reading “Which Indian burger chain serves the best social media care?”
According to BBC findings in 2014, more than 40 million Americans eat pizza in a day. When we talk about pizzas, names like Domino’s, Pizza Hut and Papa John’s come to mind. While these brands are known for their mouthwatering pizzas, do they provide good social media customer service?
Continue reading “Which pizza chain dishes out the best social customer care?”
The Times of India reported that Indian online food delivery market grew by 150% in the year 2016.
The Indian food industry online is prone to high volumes of customer chatter. Concerns about delivery times, packaging, billing, wrong orders and quality of food are some of the reasons why customers end up conversing with an online food app daily. Continue reading “Social media customer service tips from popular Indian online food apps”
We are proud to announce that Trooya now supports data crawling and response support for Google Playstore reviews. For any customer who adds their Google Playstore account into Trooya, they would get reviews posted in the last 7 days as well as subsequent reviews on their tracker.
While we had initially supported websites such as Facebook and Twitter, we now wanted an online space which saw a large volume of customer chatter. Google Playstore happens to be such a space, where users not only share app related feedback but also touch upon their customer service experience. Continue reading “Trooya now has Google Playstore support!”
Generally, big brands tend to face a crisis due to circumstances both within and beyond their control. While the former refers to brands which mistakenly shot themselves in the foot, the latter concerns unpredictable scenarios.
Continue reading “How can you prepare your social media agents for crisis?”
Having a great social media customer care process is vital for leveraging your brand’s goodwill online. But before anything, you need to understand how mature your brand’s social customer care process is, not for your audience, but for yourself.
The maturity of your customer care process totally depends on two important aspects, what is your turnaround time and how is your resolution quality. Hence, we would like you to take up a quick and simple self-assessment test that lets you explore your maturity level, with respect to your social media customer care process.
Continue reading “How mature is your social media customer care process?”