One of the multinational consumer brands had to find an efficient way to maximize the impact of its social marketing campaigns and provide real-time responses to customer service requests, without deploying a large team of support agents.
Challenge
The consumer brand was dealing with a significant loss of opportunity due to delays in the sales team’s response to client interest in the marketing offers on its social channels. The client also needed a proactive customer support desk to automatically manage the user responses on its social handles. It was critical to understand the sentiment behind the interaction before deciding the nature of the response.
Solution
EvoluteIQ designed an automated solution to understand and interpret the customer and prospect interactions on the social handles; then execute the workflows within the sales, marketing, and customer service teams. The solution also carried out a sentiment analysis on in order to identify the sentiment associated with the tweet: normal, sarcastic, funny, frustrated. Depending on the intent of the customer or prospect, the intelligent process design executed an appropriate action plan involving the combination of intelligent automation and human agents.
Automation by Numbers
- 60% improvement in marketing offer response rates
- 70% Social Media interactions automated
- 80% Reduction in campaign operational costs
