The document contains analytics on social media mentions related to Airtel's international roaming services over 3 months. It found that Twitter was the most popular channel. There were 340 cases reported, most related to false billing or lack of service. 122 mentions were negative focused on these issues. Recommendations include resolving complaints quickly to convert angry customers, enhancing the billing department, and varying response content to avoid annoyance.

1. Summary
AIRTEL
Relevant
Mentions
Ashok Kumar
AIRTEL Social Media report

2. Summary
Airtel
Relevant
Mentions
MENTIONS
1,186
OWNED MEDIA
MENTIONS
14
EARNED MEDIA
MENTIONS
1,172
REACH
4,157,568
0
100
200
300
400
500
March April May
Mentions
Media Type
7
18
23
112
161
391
474
Other
Forum
Video/Photo
Facebook
Blog
News
Twitter
Twitter was the most popular
channel among the audiences
for posting content related to
international roaming issue

3. Summary
Data Analysis
Relevant
Mentions
2
4
6
7
20
47
131
197
206
226
340
RFE
Lead
Others
Rave
Spam
Rant
Query
News
Awarness
Trend
Case
Type of Issue A total of 340 cases and 131 queries have been identified during
the three month of duration
84 posts were related to ‘false billing problem’ and 254
complains have been identified under the ‘no service’ segment
in which users struggled to get signals on their phone after
activation of international roaming
2 mentions were related to request of product enhancement in
which customer requested for simpler international roaming
plans in coming days
28 customers were talking negative about the Airtel and
suggested not to use this brand to their connections
76 posts have been identified for immediate support needed by
the customers during their international trip
226 posts were based on the Trend report published by
Communications Technology

4. Summary
Sentiment Analysis
Relevant
Mentions
Sentiment
20
1,028
122
Positive Neutral Negative
A total of 122 negative comments have been identified for the
duration of three months
These negative comments were associated to false billing and
service related
20 mentions have been identified as positive comments for the
brand
218 customers have tagged @airtel_presence for the
complaints
Try to resolve customer issue within time. It can convert your angry customers into happy customers
Need to enhance billing department as ~30% of complaints were associated with billing problems
Keep variations in ORM content as customers get annoyed by the same reply/content
Recommendations

5. SummaryThank you
Relevant
Mentions

6. Summary
Appendix
Relevant
Mentions
Case – Request for Help
Doesn’t work
How to solve the problem
Query – Question that doesn’t require support resource
Advice
Rant – Insult that merit brand management
Angry
Annoyed
Rave – Praise from Customers
Thanks
Lead – Pronouncement of near term purchase decision by the consumers/Audiences
RFE – Request/demand to enhance a product by consumers
Trend – Emerging topic of interest