Contact centres failing in social media delivery

Contact centres failing in social media delivery

Contact centres still struggling with social media delivery

Australian brands are failing to provide quality experiences for customers making enquiries via the Facebook Messenger app, research from the country’s only online specialist messaging app agency, On Message, has revealed.

The Sydney agency asked questions of equivalent businesses in the airline, retail, beverage, banking and telco sectors in Australia, the US and UK and evaluated their social media delivery based on speed and quality of response.

Overall, companies in the US came out top in terms of both speed and quality of replies to customer questions using Messenger, followed by Australia, with the UK lagging in third.

In the airline category, the question ‘Do you have student prices?’ was asked to Virgin Australia, Virgin Atlantic and Virgin America using Messenger. Virgin America was the fastest to respond, replying in seven minutes, followed by Virgin Australia at 10 minutes and the UK’s Virgin Atlantic at 36 minutes.

For telcos, Verizon in the US was the quickest to respond to the question ‘Do you offer bill extensions for unpaid bills?’, followed by Telstra at 12 minutes with the UK’s BT not replying at all.

Messaging apps have 10.5 million active monthly users in Australia and are fast becoming our favourite tool for communicating.

In April, Facebook Messenger opened up its platform to allow brands to build high-quality brand BOTS that deliver excellent customer experiences.

Douglas Nicol, partner at On Message said: “Our research shows that brands have a maximum to 10 minutes to respond on a messaging app before customers see it as a fail and our research shows there is a significant opportunity for customer service to improve in this form of social”.

“You need to understand that speed and quality of service are key components of an outstanding customer experience.

If you are not fast and useful for the consumer, you will be rejected.”

Recommended reading: The hidden opportunities with Messenging Apps

Find a list of technology suppliers including chatbots, Artificial Intelligence, Self-Service, Automation and more in our CX Directory

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