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 Interactive 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 bot’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.
Reduction in response time
Increase in service levels
Increase in Net Promoter Score (NPS)
Get ready to elevate your social CX. Reach out to schedule a consultation and explore how we can support you on this journey.