Manage Social Media activity
Market leader in electronics and IT products, our client is present in 80 countries with 309,000 employees and sales revenues of 207 billion euros.
The challenges ahead
- Monitoring the sharp rise in flows on social networks, with a multiplication of interactions
- Defining the digital strategy and tools required for assistance to respond better and faster to our customers
- Training agents in the new Sprinklr management tool, including multi-channel customer tracking
- Managing the transfer of skills and quality when moving to a new branch
Our approach
1. Definition of a suitable, easily identifiable persona
2. Implementation of new tools
3. Distribution of tasks and missions
4. Set up clear processes for Social and Community activities around a common tool: Sprinklr
5. Animation of the community
6. Performance monitoring
Les principaux résultats
Creation of a brand identity when interacting with customers, to humanize the digital relationship (~100,000 messages received per year).
10 agents work together to respond to customers to increase productivity and reduce response time (from 5 hours to 24 hours) and LTA (from 10 to 15 minutes).
Implementation and appropriation of Sprinklr for day-to-day business management
Secure agency changeover with 5k messages resorbed in less than a month thanks to an efficient process
Tripling of monthly content production to meet customer and support expectations