Case Study: CPG
HGS’s global partnership provides exceptional social care for a multinational Fortune 500 CPG company
HGS improves a global brand’s social media response time and reach
The solution
HGS provides 24/7/365 support by answering consumer queries and monitoring social media conversations across the globe with the application of HGS EPIC™ Social Care. The team uses a knowledgebase to support customers on social media platforms.
The engagement started with monitoring US social media pages leveraging the skill of HGS employees based in the US. The consumer relations director, however, saw the need for expanded coverage and extended the team globally with the addition of team members in Australia and then in the UK.
The HGS EPIC™ Social Care team responds to a range of consumer comments, including praise, questions, requests, and complaints. The team uses a social listening tool to monitor and engage with consumers and is empowered to initiate replacement vouchers for complaints. The team also provides deep reporting and analytics solutions and services for owned social pages across social media channels.
Results
15KCustomers engaged annually, with best-in-class HGS EPIC™ Social Care
0% Agent attrition, with strong HGS EPIC™ agent-brand advocacy
200+Global social streams monitored by the HGS EPIC™ Social Care team
ECCSANominee for “Most Effective Customer Experience in Social Channels”
<1HrResponse time for high risk posts, with best-in-class HGS EPIC™ Social Care
8.1MSocial mentions generated annually by HGS EPIC™ Social Care team
