Despite being a prominent F&B Brand, their social media lacked the expected impact with regard to elevated positive sentiments and exemplary online interactions.
HGS Interactive took steps to ensure that the social media messaging was consistent, timely, and resonated strongly with the target audience.
To prevent legal and copyright issues, a robust moderation system was implemented that involved scrutinizing posts to ensure alignment.
The HGS team ensured that all brand franchise posts that did not resonate with the corporate brand tone were deleted.
Automating categorization of mentions helped reduce the handling time of associates and streamline the reporting process to enhance the overall operational efficiency.
Online sentiments were shared with the brand that empowered them to make decisions based on real-time insights,thereby contributing to brand management.
We actively engaged in competition benchmarking activities. This involved analyzing competitors' strategies, enabling us to share campaign data and enhance our engagement rates.
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.
improvement in response times, leading to enhanced brand responsiveness
increase in positive sentiments, contributing to a favorable brand perception
Achieving average moderation time of less than 10 minutes
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