As one of the top 10 F&B brands, the biggest challenge was falling out of sync with customer expectations and a declining brand perception, largely due to lackluster social media engagement.
HGS Interactive enabled the F&B Brand to make its social media strategy more impactful, optimized and in line with customer expectations.
Implementation of workflows led to decreased operational costs, increased efficiency, and improved overall service levels.
The insights derived from customer VoC shaped critical regional management decisions, ensuring alignment with customer expectations.
Social care management allowed the brand to actively engage with customers, addressing their queries and concerns promptly.
The shift towards in-channel resolution and closed-looping contributed to a positive brand perception, fostering greater customer satisfaction and positive sentiments.
YoY increase in productivity
Decline in response time due to better tagging and issue prioritization
Growth in non-actionable posts filtered and tagged via automation
Get ready to elevate your social CX. Reach out to schedule a consultation and explore how we can support you on this journey.