{"id":50,"date":"2017-10-06T08:05:22","date_gmt":"2017-10-06T08:05:22","guid":{"rendered":"https:\/\/trooya.com\/blog\/?p=50"},"modified":"2024-08-08T13:52:18","modified_gmt":"2024-08-08T13:52:18","slug":"social-media-customer-service-tips-from-popular-indian-online-food-apps","status":"publish","type":"post","link":"https:\/\/trooya.com\/blog\/2017\/10\/06\/social-media-customer-service-tips-from-popular-indian-online-food-apps\/","title":{"rendered":"Social media customer service tips from popular Indian online food apps"},"content":{"rendered":"

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The Times of India reported that\u00a0Indian online food delivery market grew by 150%<\/a><\/strong>\u00a0in the year 2016.<\/p>\n

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.<\/p>\n

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As social media is a key medium for these apps to influence users and attract newer customers, a great social media customer service is a must. Their responsiveness, resolution time and volume of appreciation garnered on social media is visible to everyone and helps them fight competition.<\/p>\n

This brings us to the question of who exactly rules the roost when it comes to customer service on social media. To answer this question, we\u2019ve considered 4 popular brands \u2013 Zomato, Swiggy, Foodpanda and Freshmenu. Using a combination of personally studying each brand\u2019s performance online and using Trooya\u2019s\u00a0Benchmarking<\/a>\u00a0<\/strong>feature, we have derived our results.<\/p>\n

Before we proceed, here are the 5 parameters which we\u2019ve considered:<\/p>\n

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  1. Personalization of responses<\/em>: Were the published responses customized, personalized or heavily templated<\/li>\n
  2. Quality of responses<\/em>: Were the published responses well- written<\/li>\n
  3. Resolution quality<\/em>: Were the customers given a resolution or redirected to another channel of communication like email, phone call center or branch, and did the brand post a closure message after resolving<\/li>\n
  4. Response rate<\/em>: How many posts from the total volume of posts were responded to by the brand<\/li>\n
  5. Response time<\/em>: What was the average time in which a brand issued a response to a customer<\/li>\n<\/ol>\n

    Now, we\u2019ll begin reviewing all brands on each of these parameters:<\/p>\n

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    1. Personalization of responses<\/strong>:<\/li>\n<\/ol>\n

      Zomato wants its responses to be highly personalized, so they don\u2019t respond to customer queries from their official handle. Instead, their representatives manage customer queries from their own personal handles, making all their customer responses personalized in nature. While the responses are slightly on the formal side, they are personal and conversational. Look at how Zomato\u2019s Parul helped Chirag to resolve his concerns.<\/p>\n

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      Sorry to see that you’ve faced issues. Please DM me your contact number, we’ll reach out to you.<\/p>\n

      \u2014 Parul Gangwar (@ParulGangwar1) August 19, 2017<\/a><\/p><\/blockquote>\n