In the bustling virtual marketplace, the client faced the challenge of forging deeper connections with customers. Their mission was to not only spark direct engagement but also ignite brand loyalty and fan the flames of positive sentiment on social media.
HGS Interactive built engagement with an onshore team, focussed on community management at scale, and created processes to build content that customers resonated with:
A team of 60-80 agents was trained to handle all aspects of customer messaging—from identifying issues and gathering context to responding to both positive and negative interactions.
Implemented a training program, enabling agents to craft and publish targeted organic social media responses with relevant links, tailored to individual customer interactions.
Established a 20-person India-based community management team for large-scale social media engagement.
Implemented a 24/7 human-augmented crisis management workflow for real-time issue detection and reporting.
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.
site visits from Targeted Customer Response
increase in CSAT Score YoY by enhancing the resolution process
response time on 50% of all customer engagements
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