{"id":5433,"date":"2014-10-21T10:02:41","date_gmt":"2014-10-21T04:32:41","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2014\/10\/21\/social-customer-service-review-kfc\/"},"modified":"2023-08-18T07:18:36","modified_gmt":"2023-08-18T07:18:36","slug":"social-customer-service-review-kfc","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/social-customer-service-review-kfc\/","title":{"rendered":"Social Customer Service Review: KFC"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5433\" class=\"elementor elementor-5433\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5229da6 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5229da6\" 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-4c94ebad\" data-id=\"4c94ebad\" 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-2acfe383 elementor-widget elementor-widget-text-editor\" data-id=\"2acfe383\" 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><em>\u00a0<\/em><\/p><h3>&#8220;KFC can do better in their social customer service&#8221;<\/h3><p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/KFC-Logo.jpg\" alt=\"KFC-Logo\" width=\"486\" height=\"365\" \/><br \/>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.<br \/><strong>Element 1 \u2013 Tone of Messaging<\/strong><br \/>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.<\/p><blockquote class=\"twitter-tweet\" lang=\"en\"><p><a href=\"https:\/\/twitter.com\/Kaileykylah\">@Kaileykylah<\/a> You are welcome.<br \/>\u2014 KFC (@kfc) <a href=\"https:\/\/twitter.com\/kfc\/status\/522454250329497600\">October 15, 2014<\/a><\/p><\/blockquote><p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><strong>Element 2 \u2013 Are they sending canned responses, without understanding the context?<\/strong> The responses are not canned. They responded with a clear understanding of the context.<\/p><blockquote class=\"twitter-tweet\" lang=\"en\"><p><a href=\"https:\/\/twitter.com\/coach_cristina\">@coach_cristina<\/a> Sorry to hear you didn&#8217;t get what you ordered. Can you submit your info here we can follow up? http:\/\/t.co\/96t08S5ywT \u2014 KFC (@kfc) <a href=\"https:\/\/twitter.com\/kfc\/status\/522472753547739136\">October 15, 2014<\/a><\/p><\/blockquote><p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><br \/>But in few\u00a0cases the responses\u00a0looks like canned responses.<\/p><blockquote class=\"twitter-tweet\" lang=\"en\"><p><a href=\"https:\/\/twitter.com\/kimmaypossible\">@kimmaypossible<\/a> Sorry to hear you didn&#8217;t receive what you ordered. Can you share details so we can follow up? <a href=\"http:\/\/t.co\/A3N3ow60ZZ\">http:\/\/t.co\/A3N3ow60ZZ<\/a><br \/>\u2014 KFC (@kfc) <a href=\"https:\/\/twitter.com\/kfc\/status\/521780868969287680\">October 13, 2014<\/a><\/p><\/blockquote><p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script>The above two responses looks similar.<br \/><strong>Element 3 \u2013 Turnaround Time<\/strong><br \/>The turnaround time on Twitter is 1 hour. The response time on Facebook is less impressive with 2 hours in the last 30 days.<br \/><strong>Element 4 \u2013 Is brand sending personalized replies?<\/strong><br \/>Yes the brand sends personalized replies.<br \/><strong>Element 5 \u2013 Is brand following up on the complaints?<\/strong><br \/>The brand responded to the customer complaints but there is lack of follow up to the complaints.<br \/><strong>Element 6 \u2013 Is brand answering to all the queries?<\/strong><br \/>No. Not all queries are answered. For example on Facebook, 32% of customer queries are un attended.<br \/><strong>Element 7\u00a0\u2013 Is brand sending duplicate replies?<\/strong><br \/>In the cases below,<br \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/KFC-3.png\" alt=\"KFC-3\" width=\"484\" height=\"296\" \/><\/p><p>Similar response as above, only changing the name.<br \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/KFC-2.png\" alt=\"KFC-2\" width=\"484\" height=\"273\" \/><br \/>Again, similar response as above, only changing the name.<br \/><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/KFC-1.png\" alt=\"KFC-1\" width=\"484\" height=\"277\" \/><br \/>This seems to be the standard response.<\/p><blockquote><p><span data-reactid=\".5a.1:3:1:$comment10152431329701560_10152431371771560:0.0.$right.0.$left.0.0.1:0\">\u00a0<\/span><span data-ft=\"{&quot;tn&quot;:&quot;K&quot;}\" data-reactid=\".5a.1:3:1:$comment10152431329701560_10152431371771560:0.0.$right.0.$left.0.0.1:$comment-body\"><span class=\"UFICommentBody\" data-reactid=\".5a.1:3:1:$comment10152431329701560_10152431371771560:0.0.$right.0.$left.0.0.1:$comment-body.0\"><span data-reactid=\".5a.1:3:1:$comment10152431329701560_10152431371771560:0.0.$right.0.$left.0.0.1:$comment-body.0.$text0:0:$0:0\">Hi [Name], Thanks for reaching out. We\u2019re very sorry to hear you had a poor experience. We would like to gather more information so we can work to address your concerns. Please submit your information here: Link\u00a0<\/span><span data-reactid=\".5a.1:3:1:$comment10152431329701560_10152431371771560:0.0.$right.0.$left.0.0.1:$comment-body.0.$end:0:$0:0\">\u00a0so that we can follow up. Thanks.<\/span><\/span><\/span><\/p><\/blockquote><p>In summary, KFC has scope of improvement on social media.<\/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>\u00a0 &#8220;KFC can do better in their social customer service&#8221; 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 \u2013 Tone of Messaging The brand is &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-kfc\/\"> <span class=\"screen-reader-text\">Social Customer Service Review: KFC<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":5460,"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":[2613,2614],"class_list":["post-5433","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-crm","category-social-customer-service","tag-kfc-customer-care-review","tag-kfc-social-media"],"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: KFC - 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-kfc\/\" \/>\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: KFC - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"\u00a0 &#8220;KFC can do better in their social customer service&#8221; KFC is one of the largest fast food chain of restaurant in the world. 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