Streaming issues? Report here
Clement Manyethela 702 gradient Clement Manyethela 702 gradient
The Clement Manyathela Show
09:00 - 12:00
volume_up
volume_mute

Up Next: The Midday Report with Mandy Wiener
See full line-up
The Clement Manyathela Show
09:00 - 12:00
Home
arrow_forward
Business
fiber_manual_record
Lifestyle
fiber_manual_record
Opinion

Lockdown: Companies with good service on social media - and those without

8 April 2020 7:46 PM
Tags:
Social media
The Money Show
Bruce Whitfield
Wendy Knowler
BrandsEye
consumer journalist
Coronavirus
Lockdown
COVID-19
coronavirus in South Africa
covid-19 in south africa
National State of Disaster

Consumer journalist Wendy Knowler investigates which companies are meeting their customers’ needs on social media.

South African consumers under Covid-19 lockdown are turning to social media en masse to get customer service, according to the latest BrandsEye report.

The report’s authors found a 150% increase in social media conversation across six South African industries (banking, retail, telecommunications, insurance, pharmacies and Internet Service Providers) analysed by BrandsEye since President Cyril Ramaphosa declared a National State of Disaster on 15 March.

BrandsEye made its findings based on almost a million social media posts between 1 March and 2 April.

Picture: 123rf.com

There is an unprecedented demand for digital customer service in South Africa right now and this is likely to grow in the weeks ahead. It’s proving challenging for businesses who are looking for new ways to provide effective service to anxious customers. The likes of the pharmacies are not used to such high volumes of customer queries online. To improve their response rate and time, organisations that are able to empower their remote social teams with the requisite permissions and tools, and prioritise customer service issues will be able to maintain business continuity and mitigate reputational risk associated with poor service.

Nic Ray, CEO - BrandsEye

Key findings of the report:

  • Industries are struggling to respond to consumer queries amid increased online conversation. Across all industries, the rate of response to customer posts that require attention dropped by 26.6% after 15 March. Banks suffered from the largest response rate drop of 39.2%.

  • Banks, insurers and pharmacies’ social media response time have worsened.

  • Supermarkets, telcos and ISPs are improving the speed of responding to customers. Supermarket retail conversation saw the largest industry volume increase of 300% after 15 March.

  • Pharmacies and retailers had the highest proportion of conversation about COVID-19 and also had the lowest “Net Sentiment” about the pandemic.

The Money Show’s Bruce Whitfield interviewed consumer journalist Wendy Knowler.

For more detail, listen to the interview in the audio below.


This article first appeared on CapeTalk : Lockdown: Companies with good service on social media - and those without


8 April 2020 7:46 PM
Tags:
Social media
The Money Show
Bruce Whitfield
Wendy Knowler
BrandsEye
consumer journalist
Coronavirus
Lockdown
COVID-19
coronavirus in South Africa
covid-19 in south africa
National State of Disaster

More from Business

afrika-tikkunjpg

SA needs 'the Madiba compassion' more than ever now, says Afrika Tikkun CEO

5 August 2020 8:54 PM

Marc Lubner on the NGO's programmes for young South Africans and how working with Nelson Mandela inspired his life's work.

Share this:
Read More arrow_forward

car insurance short-term cover 123rfbusiness 123rflifestyle 123rf

Why it's a bad idea to ditch or downgrade your car insurance to save on costs

5 August 2020 8:21 PM

Involved in an accident you didn't cause? Third party claims don't pay out much. Wendy Knowler shares one driver's horror story.

Share this:
Read More arrow_forward

liberty-ceo-david-munrojpg

Liberty reports R2.2b loss amid pandemic, but 'capital ratio remains strong'

5 August 2020 7:53 PM

Liberty's David Munro tells The Money Show its R3b pandemic reserve shows the insurer 'truly living out its purpose'.

Share this:
Read More arrow_forward

Crisis just ahead dark clouds thunderstorm 123rf 123rfbusiness

A warning for the future, we do not think enough about our actions

5 August 2020 7:15 PM

Despite being one of the few animals that think about the future, we don’t think far enough

Share this:
Read More arrow_forward

up-3765609-1920jpg

JSE closes at highest level for 2020 with surge in demand (mid-pandemic!)

5 August 2020 6:49 PM

The Money Show's Bruce Whitfield interviews Johannesburg Stock Exchange boss, Leila Fourie.

Share this:
Read More arrow_forward

mbowenibudgetspeech124

All PPE contracts must be published - Mboweni

5 August 2020 6:32 PM

Treasury said that government departments would no longer be allowed to choose suppliers and would have to resort to open tender processes in awarding contracts for PPE and COVID-19-related goods and services.

Share this:
Read More arrow_forward

gym-exercise-fitness-treadmill-equipment-health-club-weights-running-run-123rf

Fitness industry stages protests: 'We are teetering and must open now'

5 August 2020 5:10 PM

Fit SA spokesperson Grant Austin says 48% of gyms won't be able to reopen if the industry does start operating soon.

Share this:
Read More arrow_forward

absajpg

Absa wins international award for its response to Covid-19

5 August 2020 11:38 AM

The bank is one of only six in the world to be recognised in this way for outstanding performance during the global health crisis.

Share this:
Read More arrow_forward

nike-adpng

[WATCH] Why Nike's new tv advert is 'absolutely extraordinary'

4 August 2020 8:09 PM

Nike's hit the mark, again, with its latest tv ad campaign. Branding expert Andy Rice awards it this week's hero's rating.

Share this:
Read More arrow_forward

tile-707888-1920jpg

Cashbuild acquires Pepkor's building company for just over R1b

4 August 2020 7:39 PM

'We still believe in the future of the economy' - CEO Werner de Jager explains why Cashbuild is taking on debt to clinch the deal.

Share this:
Read More arrow_forward

More from Lifestyle

car insurance short-term cover 123rfbusiness 123rflifestyle 123rf

Why it's a bad idea to ditch or downgrade your car insurance to save on costs

5 August 2020 8:21 PM

Involved in an accident you didn't cause? Third party claims don't pay out much. Wendy Knowler shares one driver's horror story.

Share this:
Read More arrow_forward

Empty office space covid-19 coronavirus lockdown 123rfbusiness 123rf

'Let's use less stigmatising terminology when we communicate about COVID-19'

5 August 2020 4:43 PM

Employment relations expert Gawie Cillié suggests managers create a psychological safe space to avoid bullying in the workplace.

Share this:
Read More arrow_forward

ei-7020-omny-episodic-claudine-1500x1500-fapng

Signcast: Sign language adds important dimension to podcasts

5 August 2020 3:47 PM

The Signcast of a discussion with Professor Claudine Storbeck features her translation of the conversation into sign language.

Share this:
Read More arrow_forward

woman-mask-covid19-virus-symptoms-self-isolation-quarantine-laptop-at-home-123rf

Exploring how women can show up authentically with resilience and strength

5 August 2020 3:41 PM

Human Potential and parenting expert Nikki Bush takes listeners behind the scenes on what builds a strong personal brand.

Share this:
Read More arrow_forward

nike-adpng

[WATCH] Why Nike's new tv advert is 'absolutely extraordinary'

4 August 2020 8:09 PM

Nike's hit the mark, again, with its latest tv ad campaign. Branding expert Andy Rice awards it this week's hero's rating.

Share this:
Read More arrow_forward

Money notes coins rands

Negotiating your salary: 'You need to come prepared'

4 August 2020 3:23 PM

Azania Mosaka speaks to talent strategist and leadership coach Anja van Beek on how to go about having the conversation.

Share this:
Read More arrow_forward

Young man reading books in library literature 123rflifestyle 123rf

'Verify that the institution you want to study at is registered and accredited'

4 August 2020 12:40 PM

Independent Institute of Education's Nola Payne unpacks factors pupils should consider when deciding on a tertiary institution.

Share this:
Read More arrow_forward

Ferrari

I collect cars. I’m a big Aston Martin and Ferrari guy - Vusi Thembekwayo

3 August 2020 8:06 PM

Bruce Whitfield interviews Vusi Thembekwayo about his attitude to money (hopes and fears, successes and failures, etc.).

Share this:
Read More arrow_forward

gay-couple-parents-baby-interracial-relationship-family-adoption-surrogacy-123rf

How to gain a sense of purpose and spark 'outrageous achievement'

3 August 2020 7:36 PM

"When your thoughts are centred around the meaning of your life, you unleash immeasurable power,” says author Richard Wright.

Share this:
Read More arrow_forward

Missing Image Placeholder

There is no evidence that COVID-19 is transmitted through breast milk - Expert

3 August 2020 3:27 PM

Azania Mosaka speaks to registered dietitian Dr Chantell Witten about breastfeeding and precautions moms can take amid COVID-19.

Share this:
Read More arrow_forward

More from Opinion

afrika-tikkunjpg

SA needs 'the Madiba compassion' more than ever now, says Afrika Tikkun CEO

5 August 2020 8:54 PM

Marc Lubner on the NGO's programmes for young South Africans and how working with Nelson Mandela inspired his life's work.

Share this:
Read More arrow_forward

nike-adpng

[WATCH] Why Nike's new tv advert is 'absolutely extraordinary'

4 August 2020 8:09 PM

Nike's hit the mark, again, with its latest tv ad campaign. Branding expert Andy Rice awards it this week's hero's rating.

Share this:
Read More arrow_forward

Ferrari

I collect cars. I’m a big Aston Martin and Ferrari guy - Vusi Thembekwayo

3 August 2020 8:06 PM

Bruce Whitfield interviews Vusi Thembekwayo about his attitude to money (hopes and fears, successes and failures, etc.).

Share this:
Read More arrow_forward

gay-couple-parents-baby-interracial-relationship-family-adoption-surrogacy-123rf

How to gain a sense of purpose and spark 'outrageous achievement'

3 August 2020 7:36 PM

"When your thoughts are centred around the meaning of your life, you unleash immeasurable power,” says author Richard Wright.

Share this:
Read More arrow_forward

TikTok 123rf 123rfbusiness 123rfworld 123rflifestyle

Microsoft wants to buy TikTok. Donald Trump gives it 45 days to negotiate

3 August 2020 7:23 PM

[EXPLAINED] The Money Show’s Bruce Whitfield interviews Craig Wilson, Editor at Stuff Magazine.

Share this:
Read More arrow_forward

Nigeria flag nigerian 123rf 123rfAfrica 123rfBusiness

Shoprite pulls the plug on Nigeria (pop 206m) – trouble for SA companies abroad?

3 August 2020 6:34 PM

Shoprite is exiting the oil-rich but spending-money-poor nation. Bruce Whitfield interviews Dianna Games (Africa At Work).

Share this:
Read More arrow_forward

Candle Eskom 123rf 123rfbusiness 123rflifestyle

Eskom wants its stolen money back – from Koko, Molefe, Singh, etc and the Guptas

3 August 2020 6:27 PM

The process to recover the looted billions has begun. Bruce Whitfield talks to Steven Powell, Director in Forensics at ENS Africa.

Share this:
Read More arrow_forward

old-mutual-logopng

Making sense of Old Mutual's suspension from Zimbabwe Stock Exchange

28 July 2020 8:43 PM

The Zim govt has scapegoated Old Mutual because its currency has "fallen through the floor", says Africa At Work's Dianna Games.

Share this:
Read More arrow_forward

aquafresh-adpng

Racing cars and toothpaste? Linking them looks like desperation, says ad fundi

28 July 2020 8:14 PM

Andy Rice tells The Money Show's Bruce Whitfield why the Aquafresh Ultimate advert deserves a zero rating.

Share this:
Read More arrow_forward

maq-advertpng

Who's the winner as MAQ takes on Sunlight Liquid in dishwashing foam-off?

28 July 2020 7:31 PM

Can 'cheeky upstarts' successfully take on market leaders? Branding expert Andy Rice comments on the elements required.

Share this:
Read More arrow_forward