Case Study: QoQa achieves streamlined, positive customer engagement on social with CX Social

CREATING POSITIVE SHOPPING EXPERIENCES FOR HAPPY, LOYAL CUSTOMERS ON SOCIAL

QoQa, a Switzerland-based eCommerce company with multiple daily-deal brands across three languages, needed to streamline and centralize its social media customer service. As the business grew, it lacked a consistent process for handling incoming questions and wanted a better way to manage customer engagement, build loyalty, and keep its quirky brand voice across channels using CX Social’s monitoring, analytics, and engagement tools.

CX Social implemented a unified inbox with Smart Folders, workflow support, SLA alerts, and sentiment analysis to organize messages by shop and language and ensure fast follow-up. As a result, QoQa reduced inbox clutter and inefficiencies, improved response handling, and gained a clearer view of engagement performance and customer sentiment, helping the brand create a more positive, loyalty-building customer experience.

QoQa