Case Study: a leading Indian banking and financial services provider improves customer retention with Netscribes social media intelligence

Improving customer retention through social media intelligence

A leading Indian banking and financial services provider faced a significant challenge in managing its rapidly growing volume of social media interactions. With tens of thousands of monthly conversations and complaints across multiple languages, many regional language queries were going unanswered, posing a direct threat to customer retention and brand reputation. To address this, they partnered with Netscribes for a comprehensive solution.

Netscribes implemented a real-time online reputation management solution, integrating a smart translator with listening tools and deploying specialized analyst teams. This allowed them to monitor and categorize all brand mentions across numerous platforms and languages. The engagement was highly successful, with Netscribes enabling the client to address an average of 120 queries daily, achieving a 95% first-level resolution rate and a response turnaround time of under 20 minutes. The program's excellence was recognized with prestigious customer service awards for two consecutive years.