The Multi-National Brand's Journey to Efficient Social Media Marketing and Customer Support

Staying connected with customers through social media while delivering real-time customer service is vital. Our client, a multi-national consumer brand, faced the challenges of achieving this efficiently and without expanding support teams. They turned to EvoluteIQ to find a solution to enhance their social media marketing campaigns and respond rapidly to customer service inquiries.

The Results

Brand sentiment

70% Improvement in brand sentiment because of sentiment analysis that actively listened "socially"

Marketing

60% Improved Marketing Offer Response Rates

Cost Reduction

40% Reduction in customer acquisition costs due to proactive responses on social media channels

Automation

McKinsey view

Holistically transforming customer service into engagement through re-imagined, AI-led capabilities can improve customer experience, reduce costs, and increase sales, helping businesses maximize value.

EIQ Features Used

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The Challenge:
Streamlining Social Response Times: Addressing Automated Customer Support

Our client faced challenges with delayed responses to client interest generated through social marketing offers. They also sought an automated customer support system capable of handling user responses on social media while assessing sentiment for appropriate responses. EvoluteIQ was approached to address these issues.

Our Solution:
Intelligent Automation for Enhanced Customer Interaction

EvoluteIQ Intelligent Business Automation for Retail and CPG

EvoluteIQ crafted an innovative automated solution that revolutionized the way customer and prospect interactions on social media were understood and managed. This dynamic system seamlessly integrated with the sales, marketing, and customer service teams, effectively executing workflows based on the nature of the interactions.

One of the pivotal features of our solution was its ability to conduct sentiment analysis on every interaction. It classified tweets into various categories, such as normal, sarcastic, funny, or frustrated, allowing for a deeper understanding of user sentiment. Depending on the intent of the customer or prospect, our intelligent process design triggered an appropriate action plan. This plan harnessed the combined power of intelligent automation and human agents to ensure timely and contextually relevant responses.

Our solution offered a multi-faceted approach, enabling the brand to engage with its audience more effectively, provide real-time responses, and maximize the impact of its social marketing campaigns.

EIQ for Enterprises

EIQ is the only integrated, low-code/no-code platform for fully intelligent business automation, driving transformation at scale across the Enterprise.

Ensure frictionless enterprise-wide interactions

Business Impact Delivered

Grow Revenues by 40%

Lower customer acquisition costs and operational expenses, raise conversion rates with minimal upfront investments

Improve Operational Efficiency by 74%

Improve overall efficiency due to process automation and quicker TAT (Turn Around Time) and AHT (Average Handle Time)

Strong Built-In Governance

Empower Workforce by 73%

Grow employee satisfaction rate through intelligent incentivization and foster productivity and time “given back” to the teams

Improve Customer Experience by 60%

Elevate customer satisfaction via efficient preventive maintenance and fewer query discrepancies

Enhance Asset Utilization by 30%

Achieve a reduction in inventory to gain equal or better customer demand with the existing supply

Strong Built-In Governance

Boost Security by 95%

Cut down data integrity issues across systems with predictive & preventive analytics

Endorsed by Global Leaders

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