Lowering Social Response Times
Pandora Music had a dedicated Twitter account for customer support but response times were high and support was only offered during business hours on business days. Meanwhile, customers expect quick, anytime support from social media.
The Problem
The Goal
Lower response times to meet customer expectations.
Trained Pandora’s existing email support specialists on social engagement. This staffed our inboxes with an existing workforce operation with availability 7 days a week.
Used keyword recognition software to identify high-priority messages and quickly serve them to agents.
Created automation that automatically greets customers as they message our inbox. This immediately welcomes the user regardless of business hours, sets expectations for service, and gathers first-touch information such as email address.
Created a second automation for off-hours messages that informs customers of our operating hours and provides links to our Help Site as well as the Pandora Music Community.
The Actions
32 minute average response time (89% reduction).
Resources and help are now available 24/7 for users that message our social inboxes.