The OTT Giant had to drive engagement to stay ahead of the competition and
build a lasting brand recall value.
HGS Interactive used AI, smart workflows, and VOC analysis to launch a high-performing app at a major event, exceeding user expectations and service levels.
Utilized AI to distinguish between engageable mentions.
Created workflows to optimize mentions captured based on priorities.
Integrated CRMs into the SaaS tool for efficient issue resolution.
Leveraged VOC to guide brand decisions and enhance user experience.
Obtained insights into user preferences and expectations.
Shared daily reports 15 minutes post-event to inform internal stakeholders.
Enabled data-driven decision-making for future strategies.
Established categories and buckets for accurate analytics.
Monitored brand and competition mentions using listening tools.
Developed a list of questions and responses for associates and facilitated the quick and accurate resolutions to user concerns.
Maintained a response time (TAT) of 30 minutes during live games.
Quickly scaled up operations to handle increasing volumes.
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.
CSAT recorded with resolution-centric approach
in-channel resolution with 59% first-time resolution
reduction in enquiries due to comprehensive FAQs and Contact Us pages
SL achievement
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