As one of the top 10 F&B Brand, the biggest problem was not being in very good sync with customer expectations and a falling brand perception due to lackluster social media engagement.
HGS Interactive enabled the F&B Brand to make its social media strategy more impactful, optimized and in line with customer expectations.
Implementation of workflows led to decreased operational costs, increased efficiency, and improved overall service levels.
The insights derived from customer VOC shaped critical regional management decisions, ensuring alignment with customer expectations.
Social care and community management allowed them to actively engage with customers, addressing their queries and concerns promptly.
The shift towards in-channel resolution and closed-looping contributed to a positive brand perception, fostering greater customer satisfaction & positive sentiments.
The success of the project lies in the synergy between customer experience and marketing. Better resolution means better customer sentiment, which also means that every dollar spent on social is amplified, not diminished – by poor customer experience.
YoY increase in productivity
decline in response time due to better tagging and content prioritization
growth in non-actionable posts filtered and tagged via automation
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