{"id":5160,"date":"2014-08-12T01:16:52","date_gmt":"2014-08-11T19:46:52","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2014\/08\/12\/social-customer-service-review-standard-chartered\/"},"modified":"2023-08-18T11:39:12","modified_gmt":"2023-08-18T11:39:12","slug":"social-customer-service-review-standard-chartered","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/social-customer-service-review-standard-chartered\/","title":{"rendered":"Social Customer Service Review: Standard Chartered"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5160\" class=\"elementor elementor-5160\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4569b0c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4569b0c\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-44649553\" data-id=\"44649553\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7f361536 elementor-widget elementor-widget-text-editor\" data-id=\"7f361536\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/Sc-logo.png\"><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/Sc-logo.png\" alt=\"Sc\" width=\"486\" height=\"365\" \/><\/a><br \/>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.<br \/>They stay connected to customers and fans on social media through Facebook, Twitter and Linkedin.<br \/><strong>Element 1- Tone of messaging<\/strong><br \/>Standard Chartered has a very formal tone of communication.<br \/>Here are a few examples:<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/11.png\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/11.png\" alt=\"1\" width=\"503\" height=\"611\" \/><\/a><\/p><p><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/21.png\"><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/21.png\" alt=\"2\" width=\"625\" height=\"400\" \/><\/a><\/p><p><strong>Element 2 \u2013 Are they sending canned responses, without understanding the context?<\/strong><br \/>They understand the situation and only then send out responses, they do not send canned messages. However, we found an exception here:<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/1a2.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/1a2.png\" alt=\"1a\" width=\"627\" height=\"529\" \/><\/a><\/p><p><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/31.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/31.png\" alt=\"3\" width=\"453\" height=\"537\" \/><\/a><br \/><strong>Element 3 \u2013 Response Time<\/strong><br \/>On Facebook, they have a response time of 10 hours while on Twitter they have a response time of 25.8 hours- very\u00a0high indeed.<br \/><strong>Element 4 \u2013 Is brand sending personalized replies?<\/strong><br \/>Yes, Standard Chartered does sends out personalized messages on their social media platforms.<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/41.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/41.png\" alt=\"4\" width=\"585\" height=\"592\" \/><\/a><br \/><strong>Element 5 \u2013 Is brand following up on the complaints?<\/strong><br \/>No no such instances found where the brand is following up on complaints- a bad practice.<br \/><strong>Element 6 \u2013 Is brand answering to all the queries?<\/strong><br \/>A couple of queries are still unanswered.<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/62.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/62.png\" alt=\"6\" width=\"493\" height=\"485\" \/><\/a><br \/><strong>Element 7 \u2013 Is the brand present on major complaint forums?<\/strong><br \/>Over 190 messages on complaint forums like mouthshut.com- but none have been answered by the brand.<br \/><a href=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/51.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/08\/51.png\" alt=\"5\" width=\"685\" height=\"641\" \/><\/a><br \/><strong>Element 8 \u2013 Is brand sending duplicate replies?<\/strong><br \/>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.<br \/>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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 &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-standard-chartered\/\"> <span class=\"screen-reader-text\">Social Customer Service Review: Standard Chartered<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":5161,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[1643,1707],"tags":[2014,2153,1661,2483,2484,2056,2364,2539,2019],"class_list":["post-5160","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-crm","category-social-customer-service","tag-banking","tag-customer-service-on-social-media","tag-facebook","tag-how-to-handle-complaints","tag-negative-feedback","tag-social-crm","tag-social-media-customer-service","tag-standard-chartered","tag-standard-chartered-bank"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Social Customer Service Review: Standard Chartered - Simplify 360<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-standard-chartered\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Social Customer Service Review: Standard Chartered - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"Headquartered in London, Standard Chartered is a multinational banking and financial services company founded in 1969. 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