There was a need to elevate the user experience with remarkable accuracy and bring in greater consistency to engagement. A stringent need for moderation on platforms pertaining to abusive and derogatory language was also critical.
HGS provided an end-to-end social engagement solution, bringing together the right people, processes, automation, and analytics to address these obstacles.
Automated responses and prompt query resolutions with a comprehensive FAQ section.
Enhanced the chatbot’s ability to respond to queries better with advanced analytics and machine learning algorithms.
Proactively moderated abusive and derogatory posts on platforms, creating a safer environment for users.
Deleted posts exhibiting phishing behavior to prevent potential business loss & maintain brand integrity.
Resolution-centric approach, FTR & reduced TAT increased CSAT & 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.
reduction in response time
increase in service levels
increase in Net Promoter Score (NPS)
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