Case Study

Providing Cost Savings and Lead Generation Support with Social Care for a Fortune 500 Telecom Leader in India

One of the major telecom operators in India, with a network of over 270K cell sites covers over 400,000 towns and villages. The brand needed help with online reputation management, crisis management, and general social media monitoring and engagement, they turned to HGS Interactive to improve the customer experience online.

The Solution

HGS Interactive set up a team of over 50 full-time social care agents to monitor the brand's online mentions and provide responses whenever necessary.

Managed the brand's Customer Relationship Management system

Offered monitoring, engagement, insights, and analytics solutions for the brand’s Facebook pages, Twitter handles, and Instagram accounts.

In addition to the brand’s direct social interaction, HGS Interactive used top listening tools as a part of our social media support to moderate the brand’s owned content and listen in to their earned content.

Key Results

Designed customer engagement rulebook and conducted comprehensive stakeholder training to ensure brand's reputation is enhanced across all the customer touchpoints.

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