Improving the customer experience with a unified social CRM solution
A leading media conglomerate, which owns multiple local and regional TV channels in India. The network generates more than 30,000 hours of content every year, spread over various genres and available in multiple languages. Every month, the network reaches approximately 720 million viewers and receives over 400 million downloads for their live-streaming app across India and in more than 100 countries.
HGS Interactive Digital consolidated and integrated all different customer communication channels and helped the brand in setting up a customer interaction center.
Query Analysis and Prioritization
HGS Interactive Digital analyzed all the customer queries as well as the brand’s responses to determine and prioritize the customer’s most common problems. Identified new opportunities that aided in developing better cross-sell or up-sell avenues for the brand.
HGS Interactive Digital created social media rulebook taking into consideration the numerous customer query scenarios. Comprehensive agent training programs were conducted to improve the brand’s engagement levels.
The 24/7 customer interaction center continuously monitored queries and brand mentions to spot potential crisis situations and resolve them quickly before they could cause any harm to the brand’s image.
Addressed several difficulties the client was facing in resolving its customer queries made across email, social, and other digital channels. Created social media rulebook to ensure the customers are given personalized responses.
Increase in Customer Satisfaction Index in just 3 months
Improvement in Customer Response Time
Customer Queries Closed within 5 minutes