Case Study: Telecom

Providing cost savings and lead generation support with social care for a Fortune 500 telecom leader in India

A new social media rulebook; active post filtering, listening, and response; stakeholder training; crisis and influencer monitoring; analytics; and linkages with the brand’s CRM leads to positive impacts on a telecom’s bottom line

Overview

One of the major telecom operators in India, with a network of over 270K cell sites, covers over 400,000 towns and villages. The brand needed help with online reputation management, crisis management, and general social media monitoring and engagement. They turned to HGS Interactive to improve the customer experience online.

The solution

HGS Interactive set up a team of over 50 full-time social care agents to monitor the brand’s online mentions and provide responses whenever necessary.

Managed the brand’s customer relationship management (CRM) system
Offered monitoring, engagement, insights, and analytics solutions for the brand’s Facebook pages, Twitter handles, and Instagram accounts.
In addition to the brand’s direct social interaction, HGS Interactive used top listening tools as a part of our social media support to moderate the brand’s owned content and listen to their earned content.

Results

HGS Interactive designed a customer engagement rulebook and conducted comprehensive stakeholder training to ensure the brand’s reputation is enhanced across all customer touchpoints.

25% cost savings achieved by filtering 7K non-actionable posts

5% leads generated with EPIC™ Social Care

24/7 crisis and influencer monitoring

Global locations

USA • UK • Canada • India • Philippines • Jamaica • Australia • Colombia

Global Headquarters: GHS, Bommanahalli, Hosur Road, Bengaluru – 560068

Registered Office: 171, Dr. Annie Besant Road, Worli, Mumbai – 400018, Maharashtra

CIN: L92199MH1995PLC084610

Online Dispute Resolution (ODR)