Locobuzz stepped in to assist Forever 21 with its objectives through the myriad of exclusive features it provides. To make sure that the brand’s image and reputation stay intact, the Locobuzz ORM effectively tracked, analyzed, and engaged with every incoming customer query and complaint in real-time while flagging the ones needing immediate attention.
Using Instagram as the main platform of communication, Locobuzz lets Forever 21 constantly communicate with customers about status updates and pending refunds. The brand replied to over 150 direct messages every single day during the pandemic and, in the process, maintained its brand image and customer loyalty.
To solve the issue of negative mentions, Forever 21 employed Locobuzz’s Social Listening and Sentiment Analysis to stay on top of the matter at all times. Targeting negative mentions, the retailer managed to turn them into positive or neutral. In turn, all these methods applied at once helped Forever 21 increase social media engagement, customer retention, and brand advocacy.