Optimizing the app and enhancing user experiences 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 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.
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.
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 enquiries with comprehensive FAQs and Contact Us pages
SL achievement with < 10 min response time
CSAT
inchannel resolution with 59% first-time resolution
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