Business challenge
The billion-dollar conglomerate was struggling with the increasing negative conversations and low-quality responses. For reasons ranging from labor practices to putting smaller stores out-of-business, they had reduced their response rate to 4%. Other challenges include:
- Increasing negative conversations online about the brand
- High turnaround time and poor-quality responses
- Mounting customer care costs due to growing social media conversations about the brand
- Customer issues on social media not optimized for resolution