Challenges that Setel faced previously
Setel's popularity has boomed along with its service offering, with millions of people across Malaysia relying on the company's app and its services. While that's the kind of uptake startups dream of, when customers are relying on you, that's also a great responsibility.
Setel had no easy way to monitor and respond to whatever conversations customers were having about them on social media. That meant they not only couldn't gauge the general sentiment of the brand effectively, but they also couldn't respond to specific customer needs and concerns.