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.
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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.
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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.
