Social Media Customer Service

Social Media is exploding and will continue to grow. Not only are the social media sites increasing but so are the devices and smart phones that let consumers access these. Over 80% millennial prefer using social media platforms to voice their complaints and concerns as compared to the web, phone call and other forms of online chat. As such, Social Media Customer Service is an important aspect of any business. With the growing mobile population and ease of access to various social media platforms consumers can easily express their dissatisfaction in a short period of time and go viral. Since other consumers also are on the same platforms it is likely that bad news will travel fast. At Kankei we understand what brand reputation means to your business. It is best to nip any customer issue in the bud before it goes viral and creates a negative image perception for your brand. At the same time, handling customer issues proactively before they begin voicing their concerns will create a positive image and goodwill for your brand. With that said, a brand manager’s essential to-do is to have quick and fair resolution of all customer service issues. This requires a problem solving approach with high service levels and quick turnaround times. This is precisely how we at Kankei can help you. Our professionally trained social media customer support team actively engages with the customers, resolve their issues and create a positive ambience about your brand by keeping your customers happy! Our social media customer service is backed by bespoke software, trained personnel and specialized workflows for efficient social media customer...

Call centre services for brand activation programs

Brand managers have a plethora of consumer and trade communication options in front of them –  in market, in store, telephone, mobile messaging, apps, emails, websites and more What is brand activation? This is a loosely defined and generic term used to cover a range of programs for brand promotions In short, it is getting the consumer to take action or ACT! Why would a consumer act on a brand initiative? It is the agenda of the brand to get consumers to act. Not the consumers agenda. Unless the consumer is seeking the brand in a pro-active manner So how does a brand get its consumers to act? Take your own example as a reader of this brand activation service from Kankei. Ask yourself these questions Would you act on something that is not of interest to you? Would you act on something that does not emotionally connect with you? Would you act on something that has nothing in it for you? Would you act on something that is unknown? Would you act on something that is complicated and difficult to understand? Would you act on something that is perceived to be for someone else? As a brand manager or marketing professional you may ask – can a call centre company like Kankei really help me with brand activation? The fact is that the world is now connected on phone and data. So how about leveraging this for your brand activation programs Example 1 Brand set ups a consumer services line that connects the brand with consumers. Consumers who call the line form a good database of existing customers...

Disease Awareness – How Pharma and Medical Companies Can Play A Role

India is one of the world’s most populous countries. In fact it is the world’s second most populous country. With a population of close to 1.3 Billion people, it is soon going to be the No 1 most populous country. Source: United States Census Bureau With such a large population in India and with the doctor to population ratio of 1:1800, the challenges of healthcare remain big and demanding. According to Madhav G Deo, as quoted in the Indian Journal for Medical Research    https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3724242/ the desired ratio is 1:1000. And with the population growing rapidly, the number of doctors needed in India is expected to rise significantly. One of the areas that responsible Pharma, Medical Device and Medical Services companies can contribute to is building disease awareness amongst public , doctors and healthcare professionals. While there are a lot of Pharma company marketing and sales dollars going into doctor visitation, doctor engagement programs, samples for doctors and more, efforts into disease awareness will greatly help Some of the ways that disease awareness can be spread to doctors and healthcare professionals are: Direct Marketing – Use of direct mail, brochures and catalogues to doctors Telemarketing – use of phone to communicate specific pieces of information or updates Content Creation and Online Content Marketing – Creation of microsites with lots of relevant information and updates on the disease, disease prevention and healthy lifestyles practices that doctors can recommend to their patients at large Visual materials and props for doctors to use for patient education. By running disease awareness programs, it will help public, doctors and pharma companies. Public gains due to...

Why companies listed on the Bombay Stock Exchange should invest in consumer services

As businesses become more competitive one of the drivers of profitability is the level of repeat purchase by customers. Not only does this drop the average customer acquisition cost but it also is a sign that customers are loyal and that they may influence the business in the long run So how does a company listed on the BSE gain from customer engagement? A highly engaged customer is likely to be a loyal customer. And one who refers the brand to others. This is a very important ingredient in the companies marketing mix. Consumer and customer engagement can take various forms. One important aspect of customer engagement is to have options for customers to freely communicate directly with the company and brand. This enables a two way conversation which not only resolves customer issues more effectively but also gives the company window into the mind of the customer. A publicly listed company has to build its customer based into a loyal one. And as a publicly listed company it has a responsibility towards its shareholders to be a customer centric organization. Publicly listed companies should set up a professional consumer services function that enables them to have the infrastructure to communicate with the customer. Such a consumer services function can be outsourced to a boutique consumer services firm like Kankei (www.kankei.com) Kankei provides customer service and consumer services support to several large domestic and multinational firms doing business in India As a company listed on the BSE, you would gain from outsourcing your consumer services to Kankei. Headquartered in Mumbai, India and in business for almost 20 years, Kankei...

How Brands can use Sampling Techniques like Direct Response and Missed Call Service

Very often we see an ad in the newspaper that gives us an email address or website to visit and we just move over to the next page. Taking consumers from offline to online is very difficult. No wonder print and TV ads are used more for brand building and less for driving website traffic – for that there are google, facebook and more cost-effective ways to reach consumers using digital medium So how does a marketer get consumers to see a print or TV ad and then work a way for the consumer to finally reach the brand website? And how does a marketer make it easy for the print ad viewer to reach the company in a cost effective and manageable way? Using Direct Response Call to Action like a Missed Call Service is one such cost effective and manageable method. And why do we call it ‘Manageable’? Because you don’t need a room full of call centre executives to take in campaign responses that may be at a peak for 2-3 hours maximum. For one, it will be expensive. Then there is the training cost to train so many executives on a campaign. And lastly there is a capacity issue. No matter how well you plan for direct response, chances are that you may have a large number of abandoned calls or customers who have to wait for a long time. And a Missed Call Campaign overcomes all these issues. So, how does it work? A brand engages Kankei to create a Missed Call based Direct Response Campaign. Kankei sets up a help line number that...
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