Client Situation:
India's leading media house is a media conglomerate , which owns multiple local and regional TV channels in India. Their TV content is spread over various genres and is available in a multilingual format. India's leading media house was looking for a partner who could create an engaging consumer experience across voice, email and social media.
What We Did:
HGS Interactive delivered a unified consumer experience strategy covering voice, email and social interactions through an integrated social command center. Our deep knowledge in social media and India's leading media house content, allowed us to set up a strong team of community managers, to engage consumers across India. The 32 member team drives the conversations for India's leading media house and creates a seamless experience for all users.
We leveraged analytics, provided by the SalesForce tool, to obtain valuable insights into trending topics, plots, consumer concerns. We compile these insights on weekly basis, which helps India's leading media house repurpose their online content for marketing and consumer responses.
Outcome for the Client:
- Consumer satisfaction index grew by 2% in the last 3 months. (Individual survey done by India's leading media house across a sample of consumers)
- Content repurposing has increased significantly due to better insights into consumer issues and responses.
- Consumer response turn around time has improved by 13% in the last 3 months.
