Creating Legendary Social Engagement for a Top Fortune 500 CPG Brand
The client came to us when their social volume increased 20% YOY, but there was also an increase in incidents and negative brand impact. Poor quality and response rates coupled with fragmented efforts across client teams resulted in poor sentiment, and the teams were not capitalizing on positive brand moments. Customer care issues were also not optimized for resolution.
HGS Interactive leveraged a robust social experience management platform and added automation to help prioritize and route posts. The team resolves all questions, issues, and concerns in channel, reducing volume into the client’s Contact Center. This protects the brand from a crisis that could go viral, reducing negative sentiment—the team monitors for crisis and influencers 24/7.
Additionally, the team amplifies the positive to create shares, likes, comments. A detailed reporting structure helps the brand to make the most impactful business decisions.
Facebook, Pinterest, Instagram, YouTube, and Twitter.
English and Spanish.
Cost Savings by filtering 8.5x more non-actionable mentions via AI
Customers received personalized care and full resolution within 24 hours
Response Rate on owned and up to 20% response rate on earned content
likes, shares and comments received from the brand’s social responses
Cost Savings achieved with the automated tagging structure
Response Time achieved on over 150K mentions per month