Careem Implements Twitter Feedback Tool
Usman Ghani (September 18, 2017)
Dubai, U.A.E. – Careem, the leading application based car booking service has become the first in the Middle East region to make use of Twitter Customer Feedback Tool to improve the experience offered to customers.
With Twitter Customer Feedback, people who have used or are interested in the Careem service can give instant feedback and rating at the end of the conversation with a Careem representative on Twitter. Whenever a customer sends a direct message to Careem on Twitter, a representative after responding within the chat will launch a survey which has a rating system to measure customer satisfaction. The rating survey has a visual of 5 kinds of smiley faces which the customer can use, enabling Careem to get real time data.
Christian Eid, Careem’s VP of Branding and Communication while talking to CustomerService.ae said, “Twitter is a great partner both in our development of our social media voice and as the channel of help. This feature makes us measure our performance and work on a unique level of satisfaction of the customer. The engagement is really high so we’ve seen that people actually find it potentially easier to give the feedback.”
Benjamin Ampen, Twitter’s Head of Revenue for the MENA region said that detailed analytics are available for companies using the Customer Feedback feature, giving them more insight on how customers are rating their service. Twitter has partnered with Spark Social to make this tool available via API integration.
“The API integration is very simple. In addition to giving open-ended feedback via Tweets and Twitter’s Direct Messages, businesses can now survey customers in a structured way to better measure and improve their service experience. With this feature, businesses can use two industry standard question formats: Net Promoter Score (NPS) and Customer Satisfaction (CSAT)” says Benjamin Ampen.
The feedback survey feature is available on all 14 Careem Twitter handles in over 90 cities of the world where the Careem service is available.
The Twitter Customer Feedback Survey gives customers an additional platform to tell Careem whether they were satisfied or not. It is to be noted that within the existing Careem App customers can send a direct email or make a call to the care centre which has over 500 representatives. The team at the care centre helps customers with different queries and assists them in making bookings.