Social Customer Service Review: Jabong

Social Customer Service Review: Jabong admin

Jabong also known as is one of the leading fashion and life style e-commerce portal in India.
They have a good presence on Facebook, Twitter, Pinterest and Google+.
Element 1 – Tone of Messaging
The tone of messaging a little formal.
If the tweet from one of the customer is to be believed, it is standard.

Element 2 – Are they sending canned responses, without understanding the context?
There are no instance of canned response. But the kind of responses looks similar. For example, “This must be frustrating”, “it must be frustrating” etc.
Element 3 – Turnaround Time
The turn around time on Twitter is around 1 hour. On Facebook the turn around time is also 1 hour.
Element 4 – Is brand sending personalized replies?
They do send personalized replies
Element 5 – Is brand following up on the complaints?
The brand follow up to complaints.
Element 6 – Is brand answering to all the queries?
Not all queries are answered. There are some instances of queries ignored.
Element 7 – Is brand sending duplicate replies?
No duplicated replies is sent.
In summary, the brand do not allow fans to post on their Facebook page. As a result their post on their Facebook pages are greeted with comments from angry customers.
Jabong   Timeline Photos

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Team Jabong
Team Jabong
6 years ago

Thanks Vang for the quick report card.
#1, #2: overtime we have assessed ‘how’ our customers ‘talk’. The words they use, the context they set and hence we engage accordingly.
#3: how did you arrive at 1 hour, we’d love to understand! The TAT is much lower. We track numbers and success daily.
#4: all queries and complaints are answered. The only one’s left are ‘conversations’ where we are only a part and its contextually not related to us.
We love the effort made by your team. Keep growing!

Vang Lian
Vang Lian
6 years ago
Reply to  Team Jabong

Thanks Team Jabong.
The TAT is based on an approximation of the last 100 conversations. It may be lower as it varies from day to day.

Rajashree Das
6 years ago

We look forward to watching your work closer and help you do better with your customer service @teamjabong:disqus 🙂

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