Retail

Case Study

Creating Legendary Social Engagement for a Top Fortune 500 CPG Brand

The client came to us when their social volume increased 20% YOY, but there was also an increase in incidents and negative brand impact. Poor quality and response rates coupled with fragmented efforts across client teams resulted in poor sentiment, and the teams were not capitalizing on positive brand moments. Customer care issues were also not optimized for resolution.

The Solution

HGS Interactive leveraged a robust social experience management platform and added automation to help prioritize and route posts. The team resolves all questions, issues, and concerns in channel, reducing volume into the client’s Contact Center. This protects the brand from a crisis that could go viral, reducing negative sentiment—the team monitors for crisis and influencers 24/7.

Additionally, the team amplifies the positive to create shares, likes, comments. A detailed reporting structure helps the brand to make the most impactful business decisions.

Channels Supported

Facebook, Pinterest, Instagram, YouTube, and Twitter.

Languages Supported

English and Spanish.

Key Results

Speak to us about your business challenges.

Share your social media roadblocks and we will show you how we can address them. While we take care of generating ROI through your social strategy, you will be able to focus on your business plans and goals. Just experts doing what they do best!

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