The challenge: Low response time
When it comes to social media customer service, speed is an essential factor for success. The faster a brand responds to consumers in social media, the more opportunities for deeper brand engagement and crisis mitigation a brand seizes. Blue Moon was clearly aware of this and, with a strong desire to do what’s best for its consumers, they brought us in to help them help their audience, while also reaping the rewards deep brand engagement can deliver on social.
How we did it: Scale up to increase brand presence
The customers’ perception of a brand’s level of care matters just as much as the brand’s intentions. Efforts to please customers aren’t always visible, yet brands should strive to show their customers how much they care. Well aware of that, we wanted to ensure that Blue Moon’s customer felt heard, never ignored, no matter what.
Our team is a key part of Blue Moon’s seamless customer experience, including: embodying their fun, helpful, positive tone of voice, while forging relationships directly with users, identifying engagement-worthy content, consumer trends, and product issues. To increase speed of response, we built an information library and regularly liaise with the brand manager on relevant issues. We monitor and report back on the overall tone of the conversation, while zeroing in on the overarching sentiments of customers, with the goal of mitigating the risk.
Pairing round-the-clock moderation and engagement services, in just one year, we’ve aided Blue Moon engaging in thousands of conversations, and reducing average response time by 48%, to make them one of the fastest beer brand to reply to customer enquiries.