“KFC can do better in their social customer service”
KFC is one of the largest fast food chain of restaurant in the world. They have presence in 118 countries with 18 thousand outlets. In this post we will be reviewing the global social media channels.
Element 1 – Tone of Messaging
The brand is very friendly. They communicate with their customers in a very casual way. When someone talked something good about them, they make sure to let them know that it mattered and they are listening to them on social media.
Element 2 – Are they sending canned responses, without understanding the context? The responses are not canned. They responded with a clear understanding of the context.
But in few cases the responses looks like canned responses.
The above two responses looks similar.
Element 3 – Turnaround Time
The turnaround time on Twitter is 1 hour. The response time on Facebook is less impressive with 2 hours in the last 30 days.
Element 4 – Is brand sending personalized replies?
Yes the brand sends personalized replies.
Element 5 – Is brand following up on the complaints?
The brand responded to the customer complaints but there is lack of follow up to the complaints.
Element 6 – Is brand answering to all the queries?
No. Not all queries are answered. For example on Facebook, 32% of customer queries are un attended.
Element 7 – Is brand sending duplicate replies?
In the cases below,
Similar response as above, only changing the name.
Again, similar response as above, only changing the name.
This seems to be the standard response.
Hi [Name], Thanks for reaching out. We’re very sorry to hear you had a poor experience. We would like to gather more information so we can work to address your concerns. Please submit your information here: Link so that we can follow up. Thanks.
In summary, KFC has scope of improvement on social media.