Jabong also known as Jabong.com 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.
— nikhilsheth (@nikhilsheth) October 26, 2014
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.