Social Customer Service Review: Standard Chartered

Social Customer Service Review: Standard Chartered admin

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Headquartered in London, Standard Chartered is a multinational banking and financial services company founded in 1969. Standard Chartered operates in over 70 countries and has more than 1700 branches worldwide, serving people around the world.
They stay connected to customers and fans on social media through Facebook, Twitter and Linkedin.
Element 1- Tone of messaging
Standard Chartered has a very formal tone of communication.
Here are a few examples:
1
 
2
 
Element 2 – Are they sending canned responses, without understanding the context?
They understand the situation and only then send out responses, they do not send canned messages. However, we found an exception here:
1a
 
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Element 3 – Response Time
On Facebook, they have a response time of 10 hours while on Twitter they have a response time of 25.8 hours- very high indeed.
Element 4 – Is brand sending personalized replies?
Yes, Standard Chartered does sends out personalized messages on their social media platforms.
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Element 5 – Is brand following up on the complaints?
No no such instances found where the brand is following up on complaints- a bad practice.
Element 6 – Is brand answering to all the queries?
A couple of queries are still unanswered.
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Element 7 – Is the brand present on major complaint forums?
Over 190 messages on complaint forums like mouthshut.com- but none have been answered by the brand.
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Element 8 – Is brand sending duplicate replies?
No they do not send duplicate replies to queries, however they delete fan posts or comments from time to time- not a suitable industry practice.
Most of the complaints that SC are on poor customer services and that the customers have not been contacted after repeated follow ups. If this can be reduced or eliminated, Standard Chartered can achieve better customer services and experience.

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