Case Study: a leading banking and financial services provider improves customer relationships with Netscribes social media listening

Improving customer relationships with social media listening and customer insights

A leading banking and financial services provider in India was challenged by a surge in customer service inquiries on social media. They needed to cut through the noise of billions of online conversations to respond in real-time, ensure satisfaction, and protect their brand reputation. They engaged Netscribes to implement a comprehensive social media management solution.

Netscribes provided a solution combining always-on social media listening, analysis, and online reputation management using best-in-class tools and a dedicated team of analysts. This enabled the client to achieve a response time of under 25 minutes and resolve 95% of monthly queries within an hour. The actionable insights gained improved marketing efforts and contributed to the client being named a top-valued brand and winning prestigious customer service awards.