Overview:

To assist BALIC to manage its overall ORM in terms of listening, monitoring and resolving the customer queries and complaints. Webenza also needs to provide a monthly analysis of all the mentions received across different channels.

Approach:

We used our tool Meltwater and also, 25+ specific websites to monitor BALIC’s coverage and mentions Categorization was done w.r.t. different topics that we identified during our research process We approached the client to setup a dedicated team for social media cases with a fixed TAT We suggested BALIC to ask for a thank you messages to the customer whose complaint were closed

Outcome:

There was a significant increase in no. of conversations generated by customers on Facebook and Twitter managing complaints from September’15. TAT in social media is top in the industry as per the un-matrics tool Number for positive cases has been increased significantly.