Case Study: World’s Largest Revenue Company reduces customer support costs with HGS Digital

Implementing Artificial Intelligence and Automated Tagging to Reduce Customer Support Costs

World’s Largest Revenue Company, the world’s largest company by revenue and operator of nearly 12,000 retail outlets across 28 countries, was facing rising negative conversations online, poor-quality responses, and increasing customer care costs. With response rates down to just 4%, the company needed a better way to manage massive volumes of social media mentions and improve customer support efficiency. HGS Digital was brought in to help through its social CRM and digital support capabilities.

HGS Digital implemented a solution combining a team of 60 highly trained social CRM professionals, artificial intelligence, automated tagging, and a social media rule book to prioritize actionable mentions and resolve customer issues online. The program helped the company handle 10 million annual social mentions, reduced turnaround time to under 25 minutes, increased the response rate from 4% to 28%, and saved USD 1.4 million by filtering non-actionable posts plus an additional USD 729K through automated tagging. It also generated over 4 million likes, shares, and comments and enabled 3x more conversations to be reviewed, tagged, and engaged.