Enhancing Automotive Stalwart's Customer Experience and Engagement with Locobuzz
About the Client
Our client is a leading manufacturer of Japanese motorcycles, marine products, power products, and intelligent machinery. Founded in 1955, the company has grown to become the second largest motorcycle manufacturer in the world.
Headquartered in Iwata, Shizuoka, Japan, the brand operates through 132 consolidated subsidiaries and 23 affiliates worldwide.
Challenges
The company faced significant challenges in providing timely and effective customer support. First Level Resolution (FLR) times averaged a lengthy 13 hours and 51 minutes, while overall ticket turnaround times were excessively long, negatively impacting customer satisfaction.
Balancing positive and negative sentiments in online discussions proved to be a time-consuming and resource-intensive task. Managing the brand's reputation effectively amidst fluctuating online conversations was a persistent challenge.
Decreased agent productivity led to increased resolution times and a deteriorating customer experience. The inability to handle a high volume of customer inquiries impacted operational efficiency.
Tracking and benchmarking against competitors was a challenge, hindering the ability to identify market trends, innovate effectively, and stay ahead of the competition.
Assessing social media campaigns' impact and return on investment was difficult, limiting the ability to optimise marketing efforts and improve overall campaign performance.
Implementing Tailor-Made Solutions
Ticket Management and Streamlined ORM Process
- Dramatic Reduction in FLR and TAT: Locobuzz's robust ticket management system slashed the brand's First Level Resolution time to 3 hours and Turnaround Time to 4 hours. This swift resolution capability significantly boosted customer satisfaction and loyalty.
- Bulk Reply Efficiency: The bulk reply feature empowered the customer service team to address multiple customer queries simultaneously with pre-formulated responses, cutting down response times.
Advanced Social Listening and Analytics
- In-depth Sentiment Analysis: Detailed sentiment analysis reports enabled understanding and acting on customer sentiments accurately, turning negative feedback into opportunities for improvement.
- Real-Time Influencer Alerts: Locobuzz’s influencer alert system ensured that our client stayed on top of influential mentions, enabling timely and strategic engagement with key figures in their industry.
Competitive Benchmarking and Insights
- Real-time Competition Tracking: Locobuzz’s competition benchmarking dashboard provided critical insights into competitors' social reputation scores and campaign effectiveness, allowing the brand to innovate its strategies proactively.
- Actionable Industry Reports: Locobuzz delivered detailed industry reports on the two-wheeler market, providing our client with vital data on market trends and competitor activities. These insights were crucial for their strategic planning and market positioning.
Agent Productivity and Efficiency
- Boost in Agent Productivity: Our client's agents achieved an average of 357 minutes of productive work per month by streamlining processes and integrating advanced ticket management features.
- Customisable DIY Reports: Locobuzz’s DIY reporting feature allowed the company to create 20 (Earlier 10) in-depth, customised reports to make informed decisions and fine-tune its customer service strategies.
Social Reputation and Campaign Performance
- Enhanced Engagement and Campaign Success: Locobuzz facilitated better campaign management, leading to a notable increase in engagement rates.
- The Improved Sentiment Ratio: The brand significantly improved the negative-to-positive sentiment ratio by effectively managing customer feedback.
NPS Growth
- Elevated Customer Feedback Ratings: With continuous improvements and strategic implementations, customer feedback ratings improved from 3.9 stars to 4.2 stars, with an ongoing goal of reaching 5.0 stars. This upward trend in ratings highlighted the enhanced customer experience and satisfaction.
So, what was the result?
FLR Reduced from
10 to 3 Hours
Net Sentiment Score
8.18
TAT Dropped to
4 Hours
Customer Feedback (NPS) Rating Achieved
4.2
