Case Studies

Social Media Marketing and Sentiment Analysis Driven Customer Service

Sales and Marketing
Client Context

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

Value Delivered:

  • 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

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