Subject: Re: Social media monthly report
From: Gaurav Yadav <[email-masked]>
To: saurabh <[email-masked]>
Date: Mon, 6 Mar 2023 03:33:30 -0700 (MST)

Hi sir, 

Please check the data 

				HB KSA - Instagram and Twitter 						

February 	Volume 	First response time (Avg) 	Response time (Avg) 	Resolution time (Avg) 									
Twitter 	283 	06:01:27 	06:48:00 	31:05:10 									
Instagram 	1373 	11:30:25 		12:26:54 									

Nature of Tickets 												
Type 	Inquiry 	Complaints 											
Twitter 	69% 	31% 											
													
Complaint type 												
Complaint type 	Late Delivery 	WWD Damaged/Manufacturing Fault 	Refunds and Cancelations 	Refund Complaint HH 	Delivery Related 	Refund Complaint WWD 	Wrong item delivered WWD 	Late C&C 	Product Complaint 	WWD Pending Delivery 	Missing Item/s HH 	Promotions Offers 	Payment Issues 
Twitter 	35% 	14% 	13% 	9% 	9% 	5% 	3% 	3% 	3% 	3% 	3% 	3% 	1% 

From: "yahia taha" <[email-masked]> 
To: "Gaurav Yadav" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "hasan razakhan" <[email-masked]>, "HB.CCCKSA" <[email-masked]>, "Muralidharan Gunjur" <[email-masked]> 
Sent: Monday, March 6, 2023 1:53:32 PM 
Subject: Social media monthly report 

Dear Gaurav, 

Requesting your kind support to share Feb-23 Instagram & twitter analytical report such as : 

    * Tickets volume 
    * Average response time 
    * Average resolution time 
    * Nature of tickets (queries, complaints, requests ) 
    * Type of complaints (delivery, return & refund, products, prices, etc) 
    * Percentage of negative comments to positive ones 

Best Regards 

Yahia Taha 

Customer Care Team Leader - Home box 

800-1110888 

Ext: 3457 

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia 

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