Case Study
Locobuzz Streamlines Response Management for an Automobile Stalwart
By leveraging Locobuzz’s advanced ORM (Online Reputation Management) and social listening capabilities, the brand aimed to improve its customer service efficiency, gain deeper insights into customer sentiment, and stay ahead of its competition.
However, there were a few challenges along the way.
Inefficient Customer Support
The company faced significant challenges in providing timely and effective customer support.
Managing Online Reputation
Balancing positive and negative sentiments in online discussions was time-consuming and resource-intensive.
Competitive Intelligence Gap
Due to a lack of insights, tracking and benchmarking against competitors was a challenge.
The Locobuzz Touch: Results
First Level Resolution (FLR)
The first level response was reduced from 10 to 3 hours.
Net Sentiment Score (NPS)
The net sentiment score increased to 8.18!
Turnaround Time (TAT)
The TAT score reduced to an impressive 4 hours!
Customer Feedback Rating (NPS)
Much loved by customers, the net promoter score increased to 4.2 stars.