Objective and Challenges:

  • Despite standing out for its social media engagement activities, a leading Indian banking and financial services provider struggled to manage the growing number of brand conversations on its social media channels. The channels had a triple-digit percentage growth of followers every year, and received on average 100–150 queries a day in multiple languages
  • For a brand that takes pride in maintaining customer relationships, responding to queries on a timely and effective manner is crucial to retaining trust and sustaining the positive sentiment

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