CASE STUDY

Social Media Analytics Helps Improve B2C Service Orders by 5X for a Postal Service Provider

Sep 23, 2016

Business Challenge

Improving customer experience in postal and shipping service delivery.

A postal, shipping and freight services provider wanted to understand the customer sentiments and concerns with regards to its B2C services.

Situation: Understanding the social media chatter around the B2C services

The client wanted to understand the perceptions, experiences and sentiments prevailing in social media regarding its B2C services, and how they were different from what the customers were saying about its competitors, in order to ascertain the areas of improvement in services.

Contact us if you’re looking to analyze how your brand sentiment evolves over time using social media analytics.

Solution

Social media analytics and measuring of customer sentiment

We utilized tonality assessment and sentiments analysis, influencers analysis, buzz monitoring, consumer interaction and index analysis to process all semi-structured and unstructured social media conversations, identify conversation themes, measure customers’ sentiment and opinion regarding the services and delivery structure.

Request a FREE brochure of our social media analytics solutions to gain detailed insights into our core capabilities.

Impact

Improved website traffic and B2C orders.

Based on our insights from social media analytics, the client resolved the complaints about delays in courier deliveries and lost shipments, and also made significant changes to its shipments’ online tracking and monitoring on the website. This improved the visitors’ activity to the site by 8 folds and multiplied the B2C order quantity by 5 times.

Recent Case Studies

Industries

Our advanced analytics expertise spans across industries, sectors, and functions, which enables us to deliver robust, agile solutions to all our clients. These are our core competencies, formed through years of experience.

Insights

Our free resources shed light on our extensive expertise and equip you with information to accelerate decision-making, growth, and innovation.

Talk to us
Talk to us