Fortune 10 retailer supercharges social strategy to address digital needs of new-age customers
The client is an American multinational retail behemoth that operates a chain of hypermarkets, discount department stores, and grocery stores. With a massive worldwide presence, the client needed a social media partner that could support its growing business needs and address the demands of today’s digital customer.
HGS provided an end-to-end social engagement solution, bringing together the right people, processes, automation, and analytics to address these obstacles.
Technology and Analytics
Using analytics and a structured tagging system, HGS Interactive decoded the voice of the customer and reports on competitors and trends to help make operational business decisions on what kind of products and services are popular in the industry.
HGS Interactive designed a playbook specifically for the client, mandating that all customer interactions be resolved in-channel, reducing expensive call volume into the contact center.
HGS Interactive set up a 24/7 crisis monitoring center to mitigate and prevent social crisis and to quickly respond to potential crisis situations. An important aspect of this lies in data collection to see what’s being spoken about the brand.
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.
Number of Customer Queries
Customer Query Resolution Time Period