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Why Mobile Wallets Love Facebook Over Twitter

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Top M-Wallet Brands on Social Media (India) 17th June – 16th July, 2015 www.simplify360.com


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HIGHLIGHTS: • • • • • • PayTM tops the Buzz chart. It has 68% share of buzz. The second largest buzz creating M-Wallet is Mobikwik. PayTM performed the best on Facebook. It has the highest engagement per day , but it did not do exceptionally well on Twitter. Mobikwik plays it smart on Twitter It has highest engagement per day with relatively low number of tweets as compared to all the brands. It has 158 engagements per day on posting 7 tweets per day. It uses hashtags frequently. PayMate and Citrus weakest players They perform poorly in all departments M-Wallet players mostly uses images to interact with customers On Facebook while on Twitter they amalgam pictures with links Only Mobikwik, PayUMoney and Citrus have dedicated customer care handles running Mobikwik has reported highest number of queries in a given time period and have replied to 86% of them. PayUmoney also managed to respond to 86% of grievances. Citrus had highest response rate. www.simplify360.com


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MOST SOCIAL M-Wallets (INDIA) Rank Company name SSI SCORE (June’15) 1 100 2 MobiKwik 80 3 Payumoney 52 4 Oxigen 44 5 CitrusPay 21 6 SSI refers to Simplify360 Social Index. Paytm Paymate 3 www.simplify360.com


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Facebook Fans Vs Twitter Followers M-Wallet companies have much stronger following on Facebook than on Twitter 1,000,000 500,000 0 905,704 500,000 50,700 751,171 49,912 107,624 21,268 101,045 21,976 68,135 400 11,954 1,165 Fans and followers as on 12:30PM, 17th July www.simplify360.com


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PAYTM HAS THE HIGHEST SHARE OF VOICE MobiKwik is second at 19.6% Oxigen, 5.48% CitrusPay, 0.72% Paymate, 0.03% Payumoney, 5.39% MobiKwik, 19.49% Paytm, 68.90% Paytm MobiKwik Payumoney Oxigen CitrusPay Paymate Share of mentions of brands on Social Media(@mentions+ brand mentions+ FB Comments ), 17th June – 16th July www.simplify360.com


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How are the brands engaging on Facebook? Engagement (Likes + Comments + Shares) Publishing and Engagement 14,000 (2, 12,556 ) 12,000 10,000 • 8,000 6,000 • 4,000 • 2,000 (0, 0 ) - (1, 553 ) (0, 4 ) 0 1 Day Wise Post Count 1 (2, 274 ) (1, 25 ) 2 2 3 • PayTM tops the charts with 2 posts per day and 12.5K interactions everyday. PayMate and Citrus performing poorly in this department. Oxigen and Mobikwik performed decently. M-Wallet Brands distribute the posts over the entire week. Posts Per Day 35 30 25 20 15 10 5 0 Mon Tue Wed Thu Fri Sat Sun www.simplify360.com


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How Brands Engage on Facebook Contd… M-Wallet Brands use images frequently as their Facebook content. Types of Posts Status 3% VidoesOffers 2% 2% Links 4% Pictures 89% www.simplify360.com


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How Brands Engage on Facebook Contd… Oxigen Wallet most actively used hashtags followed by PayUMoney Hashtag Usage by Brands #OxigenWallet 20 By Oxigen #DadKiDaat 7 By Oxigen #BenefitsofPayumoney 5 #OxigenProteas 5 #PaytmWallet 5 By PayUMoney By Oxigen By Paytm #ThatsNotWhatIOrdered 3 By PayUMoney www.simplify360.com


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How are the brands engaging on Twitter? Publishing and Engagement 180 (7, 158) Engagement (Retweets+Favorited) 160 140 120 • 100 80 • 60 (4, 37) 40 (12, 29) (19, 18) 20 • (0, 0) (6, 4) 0 0 5 Day Wise Post Count 10 15 20 Tweets Per Day • 350 300 250 200 150 100 50 0 Mon Tue • Wed Thu Fri Sat Mobikwik earns the most attention of the fans with tweets as little as 7 per day. PayMate and Citrus performing poorly in this department. PayTm is getting fair amount of interactions everyday. Oxigen and PayUMoney tweeted most frequently but couldn’t earn much interactions. Tweets come out on weekdays mostly. Sun www.simplify360.com


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How Brands Engage on Twitter Contd… Pictures are the most shared content on Twitter by all the Brands followed by combination of Link and Picture. Types of Posts Text 18% Picture 30% Link and Picture 13% Links 39% www.simplify360.com


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How Brands Engage on Twitter Contd… Oxigen Wallet used hashtag most frequently, while Mobikwik came up with most creative hashtags. Hashtag Usage by Brands #PayUmoney 111 By PayUMoney #DadKiDaat 102 By Oxigen #OxigenWallet 34 By Oxigen #CitrusCube By Citrus #KwikGuess By MobiKwik #KwikSurpriseForDad By Mobikwik 31 29 26 www.simplify360.com


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Analysis of Customer Care Twitter Handles Only Mobikwik, PayUMoney and Citrus have dedicated customer care handles running. Mobikwik has reported highest number of queries in a given time period and have replied to 86% of them. PayUmoney also managed to respond to 86% of grievances. Citrus received just 8 queries and responded to all of them maintaining 100% response rate. @MobiKwikSWAT @PayUmoneyCare 81 13 12 2 Replied @CitrusCare Unattended 8 0 • First 150 mentions for each brands have been considered for identification of queries and responses. • Only customer care handles were taken into account while the analysis. • Private Messages has not been considered for analysis. www.simplify360.com


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Methodology Simplify360’s proprietary listening tool is used for collecting the data and counting the number of mentions for each company. The parameters considered for Twitter and Facebook were also gathered through Simplify360. For brands having multiple Twitter profiles their main official account is taken into consideration. Total 6 brands were considered in the analysis. Geography considered: India Period of analysis: June 17 to July 16, 2015 www.simplify360.com


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Simplify360 – The Leader of Social Business Intelligence  Most admired brand for Social Media Research on Slideshare  Top 10 Product Technology Company by TechSparks 2010  Listed amongst TOP 10 SMM tools by PR2020 and SocialMedia8 www.simplify360.com


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Social Business Intelligence Simplify360 is the leading social business intelligence firm. Offerings include: •Social Marketing Suite for agencies •Social Contact Centre for BPOs •Social Command Centre for Enterprises We enable businesses to perform Online Reputation Management, Customer Service, Community Management, Social Media Research & Brand Auditing; Online Sales Lead Generation, and Consumer Sentiment Analysis. www.simplify360.com


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Leaders use Simplify360 Clients Partners Worldwide Brazil and LatAM USA Singapore & India Saudi Arabia Worldwide www.simplify360.com


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THANK YOU CONNECT WITH US


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