2. Social Media – a customer support
• Customers take it to social media to talk about product or vent
• If the customer isn’t answered, can cause the grievance to take catalyst
effect and spread across the network
3. Problem at hand
• 53% of consumers expect a brand to respond to
a tweet within an hour
• That number jumps to 72% of consumers
expecting a response if the tweet is a complaint
about the brand or its products
Source: http://marketingland.com/study-72-of-consumers-expect-brands-to-respond-within-an-hour-to-complaints-posted-on-twitter-63496
4. Problem at hand
Source: http://marketingland.com/study-72-of-consumers-expect-brands-to-respond-within-an-hour-to-complaints-posted-on-twitter-63496
5. Why Brands are expected reply?
Source: http://marketingland.com/study-72-of-consumers-expect-brands-to-respond-within-an-hour-to-complaints-posted-on-twitter-63496
6. Brands who respond timely get..
Source: http://marketingland.com/study-72-of-consumers-expect-brands-to-respond-within-an-hour-to-complaints-posted-on-twitter-63496
7. When a Brand doesn’t respond on time
Source: http://marketingland.com/study-72-of-consumers-expect-brands-to-respond-within-an-hour-to-complaints-posted-on-twitter-63496
9. Features
• Track unanswered tweets
• Templates to reply quickly and train new joinees
• Track customer sentiment to convert into happy customer
• Reports to track employee activity through official brand account
• Scoring system for Celebrity Factor, Impact Factor and Activity Factor
