Case Study
Fintech Leader Amps Up Its CX Strategy with Locobuzz Integration
A new age fintech startup, owing to its popularity and large consumer base, was looking for avenues to manage social media across platforms, improve response times, and gain customer insights.
The brand partnered with Locobuzz to integrate social media with Slack for centralised communication, significantly improving their response times and customer interaction management.
This strategic move isn’t just about technology adoption; it reflects the brand’s commitment to customer excellence.
Efficiency and Accessibility
The organisation minimised the complexities traditionally associated with customer service by centralising customer interactions on a single platform.
Actionable Insights
By joining hands with Locobuzz, the organisation also gathered insights from customer interactions which helped it proactively refine its offerings.
A Step-Up in Social Reputation Score
The brand's social reputation score has significantly increased, reflecting a more positive online perception and reputation.
Results
Faster resolution
First response time reduced from 30-40 minutes to 20 minutes.
Improved Satisfaction
The resolution rate improved by a whopping 88%.
Teamwork & Insights
Zero silos which meant more streamlined workflows and data-driven decision-making.