I have actively managed Jamaica's inDrive social media presence on Facebook and Instagram, providing dedicated customer support by promptly responding to queries via direct messages (DMs) and engaging with comments.
The following report outlines the key metrics and insights gathered during the week and month, highlighting our proactive approach to resolving customer inquiries and incidents. - - Total Inbound Queries: -Number of DMs received on Facebook & Instagram
Sum of Facebook and Instagram DMs
Number of comments on Facebook & Instagram
Sum of Facebook & Instagram comments
Categorization of queries based on themes, e.g., product inquiries, technical issues, general information, etc.
Number of Incidents Reported and description
Details of actions taken to resolve each reported incident, including any followups with the users involved.
Sentiment Analysis (Negative, Positive and Neutral)
Provide any notable trends observed, customer feedback, and suggestions for improving customer satisfaction.
