Optimizing the app and enhancing user experience to elevate positive sentiments and increase brand loyalty.
HGS Interactive was focused on offering strategic solutions to key challenges that led to a successful app launch and enhanced user experience.
Utilized PACT Analysis to work on achieving first-time resolution, ultimately boosting customer satisfaction.
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.
Utilized extensive industry experience to gain a competitive advantage.
Conducted a meticulous analysis of the app, foreseeing potential queries and challenges.
Established workflows to optimize the efficiency of addressing user interactions.
Implemented effective training programs, reducing the learning curve, & significantly boosting productivity.
Conducted coaching and feedback sessions to instill confidence in associates, resulting in increased production.
Emphasized providing resolutions in-channel leading to increased positive sentiments & enhanced brand loyalty.
Reduction in enquiries with comprehensive FAQs and Contact Us page
SL achievement with < 10 min response time
CSAT score
In-channel resolution with 59% first-time resolution
Get ready to elevate your social CX. Reach out to schedule a consultation and explore how we can support you on this journey.