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Xinglong Wang

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Xinglong Wang

I spent 7 years at Brandwatch leading the data science team with a focus on NLP, sentiment analysis, topic modelling, trend analysis. Now, I lead data science at Conversocial.

In last weeks blog we discovered that, compared to two years ago, people are more likely to get in touch with customer care teams through private Social Messaging channels, such as Facebook Messenger and Twitter DM, than public ones. We continued our investigation, to see if such a pattern exists across a number of industry sectors.

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Message Volume Trends Across Private and Public Channels - Part II

By Xinglong Wang
Jun 26, 2018 3:17:00 AM
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We recently published an article in which Volaris Airlines has demonstrated that Social Messaging was not only 83% more cost effective, but also drove up customer satisfaction at the same time. Following on Volaris’ positive experience with their launch of Messenger Customer Chat, we became curious if customers as a whole are more likely to contact customer care teams through private social channels like Facebook Messenger and Twitter DM, rather than public ones.

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Message Volume Trends Across Private and Public Channels - Part I

By Xinglong Wang
Jun 21, 2018 6:33:28 AM
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