Social Media Marketing and Sentiment Analysis Driven Customer Service
A multi-national consumer brand had to find an efficient way to maximise the impact of its social marketing campaigns and provide real-time responses to customer service requests through it social handles, without deploying a large team of support agents.
Business Process Area
Marketing and Customer Service
- 70% Social Media interactions handled by digital agents
- 60% improvement in marketing offer response rates
- 80% Reduction in operational cost of handling social marketing campaigns