Social Customer Service Review: Jabong

Social Customer Service Review: Jabong admin

Jabong also known as Jabong.com is one of the leading fashion and life style e-commerce portal in India.
jabong-logo
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

3
Leave a Reply

avatar
2 Comment threads
1 Thread replies
0 Followers
 
Most reacted comment
Hottest comment thread
3 Comment authors
Rajashree DasVang LianTeam Jabong Recent comment authors
  Subscribe  
newest oldest most voted
Notify of
Team Jabong
Guest
Team Jabong

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
Guest
Vang Lian

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
Guest

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

Privacy Preferences

When you visit our website, it may store information through your browser from specific services, usually in the form of cookies. Here you can change your Privacy preferences. It is worth noting that blocking some types of cookies may impact your experience on our website and the services we are able to offer.

Click to enable/disable Google Analytics tracking code.
Click to enable/disable Google Fonts.
Click to enable/disable Google Maps.
Click to enable/disable video embeds.
Our website uses cookies, mainly from 3rd party services. Define your Privacy Preferences and/or agree to our use of cookies.