Industry

QSR

Transformed F&B Giant’s Digital Presence And Brand Perception

Challenges

Tackling Brand Sentiment & Social Disconnect

As one of the top 10 F&B brands, the biggest challenge was falling out of sync with customer expectations and a declining brand perception, largely due to lackluster social media engagement.

Solutions

Modernised Social Strategy & Scalable Operations

HGS Interactive enabled the F&B Brand to make its social media strategy more impactful, optimised and in line with customer expectations.

Operational Efficiency And Cost Savings:

Implementation of intelligent workflows led to increased efficiency, improved overall service levels and decreased operational costs. It also helped to sift through and eliminate irrelevant posts with precision leading to resolving a staggering 400,000 cases annually.

Strategic Decision-Making:

The insights derived from customer VoC shaped critical regional management decisions, ensuring alignment with customer expectations.

Positive Brand Perception:

The shift towards in-channel resolution and closed-looping contributed to a positive brand perception, fostering greater customer satisfaction and positive sentiments.

Enhanced Customer Engagement:

Social care and community management allowed the brand to actively engage with customers on time, addressing their queries and concerns promptly.

Content Moderation at Scale:

Through effective content moderation, the brand successfully tackled spam, racist remarks, and impersonator profiles, safeguarding brand credibility and customer trust.

Proactive Crisis Prevention:

The social media team was empowered to identify and mitigate potential PR crises before they escalated, ensuring the brand stayed ahead of reputational threats.

Outcomes

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 media is amplified – not diminished – by poor customer experience.

400%

YoY increase in productivity

2X

Decline in response time due to better tagging and content prioritization

20%

Growth in non-actionable posts filtered and tagged via automation

What Makes Us Your Strategic Partner?

Take a Look at Our Capabilities

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