Industry
Retail
OTT Giant’s Social Media Triumph Powered By AI Innovation
Challenges
High-Stakes Customer Engagement
In the fiercely competitive OTT landscape, the client needed to drive deeper user engagement to strengthen brand recall, boost positive sentiment, and build long-term brand loyalty. A key challenge was maintaining consistently high customer satisfaction (CSAT) during high-traffic events when query volumes surged. Achieving this while upholding exceptional service levels and ensuring swift, high-quality responses was a top priority.
Solutions
AI-Driven Engagement Strategy
HGS Interactive used AI, smart workflows, and VOC analysis to launch a high-performing app at a major event, exceeding user expectations and service levels.
AI-Powered Social Listening & Prioritisation
Deployed AI tools to track and classify mentions, prioritising high-impact conversations and flagging critical issues, maximising response impact and amplifying positive sentiment.
Workflow Optimization
Built intelligent workflows to categorise and route mentions based on urgency and sentiment. Resulted in higher productivity and reduced Average Handling Time (AHT).
CRM Integration
Integrated CRMs into the SaaS tool for efficient issue resolution & automation.
Voice Of Customer (VOC) analysis
Leveraged VOC insights to guide brand decisions, enhance user experience, and enable data-driven decision-making for future strategies.
User Preferences Insights
Obtained insights into user preferences and expectations.
Real-Time Reporting
Shared daily reports 15 minutes post-event to inform internal stakeholders.
Question Response Framework
Developed a list of questions and responses for associates and facilitated the quick and accurate resolutions to user concerns.
Reduce Turnaround Time
Maintained a response time (TAT) of 30 minutes during live games.
Scalability And Service Levels
Quickly scaled up operations to handle increasing volumes.
Outcomes
Elevated customer satisfaction by delivering swift, resolution-focused engagement and seamless in-channel support. Proactive insights, smarter workflows, and scalable operations ensured consistent service excellence during peak events.
83%
83% CSAT recorded with resolution-centric approach
92%
92% in-channel resolution with 59% first-time resolution
28%
28% reduction in enquiries due to comprehensive FAQs and Contact Us pages
98%
98% SL achievement
NYC – Chicago – Austin – London – Mumbai