Case Study
How Forever 21 utilised the Locobuzz ORM system to engage customers & deliver during the lockdown
Locobuzz to the Rescue
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.
The Outcome: Success Through Big Data
Reduced Turnaround Time (TAT)
Customers received faster responses and updates, minimising frustration.
Improved Customer Sentiment
Negative feedback was effectively addressed, leading to a more positive online perception.
Increased Engagement & Loyalty
Consistent communication and personalised service strengthened customer relationships.
