Case Study

How Forever 21 utilised the Locobuzz ORM system to engage customers & deliver during the lockdown

Forever 21, a global leader in fast fashion, faced a unique challenge during the 2020 lockdown. With deliveries stalled but new orders pouring in, the company needed to find a way to maintain customer satisfaction and brand reputation. Some of the challenges that prevailed were halted shipment orders and delayed updates threatening online reputation.

Locobuzz to the Rescue

Forever 21 turned to Locobuzz to ensure constant communication & personalised touch.

Real-time Engagement

Locobuzz facilitated continuous customer communication via Instagram, the brand's primary platform. Over 150 daily direct messages ensured customers felt heard.

Personalised Responses

Forever 21 addressed each customer's concerns regarding order status and refunds, fostering trust and loyalty.

Negative Mention Mitigation

By leveraging social listening and sentiment analysis, Forever 21 proactively addressed negative feedback, transforming it into neutral or positive experiences.