Posted on

Whose social customer care is around when your stream is down?

social customer care of streaming services

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?”

Posted on

Which Indian burger chain serves the best social media care?

benchmarking burger chains in india

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?”

Posted on

Social media customer service tips from popular Indian online food apps

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”

Posted on

Trooya now has Google Playstore support!

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!”

Posted on

How mature is your social media customer care process?

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?”

Posted on

KPI’s and KRA’s for a social media customer service manager

KPI and KRA of social media customer service manager

At least from the past 2 years or so, social media not only is a platform used for brand marketing, but it is also extensively used for customer service. According to Q2 2016 Social Sprout Index, approximately 35% of customers preferred social media for customer service than traditional channels like phone and email. Facebook and Twitter are seen as the most important contact center for customers.

Continue reading “KPI’s and KRA’s for a social media customer service manager”

Posted on

Benchmarking global courier service brands for social media customer service

benchmarking courier companies

Fedex, DHL, UPS, Royal Mail and Blue Dart are the top 5 courier delivery businesses of the world. As their services are used by brands and people alike, customer service is anything but critical for them. To understand which courier brand provided superior customer service, an analysis was done for each brand. Using their Facebook and Twitter profiles, these brands were studied on parameters such as:

Continue reading “Benchmarking global courier service brands for social media customer service”

Posted on

Why Social Media Customer Service Should Speak in the Voice of Customer?

brands need to speak in the voice of customers

The volume of conversations customers have with brands on social media increases each year. While most brands know what to say to a customer’s query, few know how to. To clarify, we intend to highlight the way a brand sounds while conversing with a customer online. While replying to a customer, some brands mistakenly sound too formal and robotic. Sounding anything but warm or friendly isn’t the best approach when conversing with customers online.

Continue reading “Why Social Media Customer Service Should Speak in the Voice of Customer?”

Posted on

4 Best Ways to Prioritize Customers for Social Media Responses

Prioritize Customers for Responses

As per Econsultancy, 72% of the customers expect a response of their query on social media within one hour. This expectation can be fulfilled only when you prioritize customers to give out responses.

It is a much spoken about fact that all customers are important. However, when a company has many customers to engage with, each with different importance, it becomes challenging as to who to engage with first. In case you too are scratching your head wondering how to prioritize customers in social media, here are a few parameters that should be considered:

Continue reading “4 Best Ways to Prioritize Customers for Social Media Responses”