Case Study: a leading media conglomerate improves customer satisfaction with HGS Digital's unified Social CRM solution

Improving the Customer Experience with a Unified Social CRM Solution

A leading media company faced challenges in managing its high volume of audience queries from email and social media. Their automated responses lacked personalization and their team was not equipped to engage viewers effectively, leading to poor support quality and slow turnaround times. HGS Digital was engaged to address these issues with a unified social CRM solution.

HGS Digital implemented a solution that nurtured viewer relationships and promoted transparent dialogue, which included personalizing responses. This resulted in a 2% growth in the consumer satisfaction index and a 13% improvement in response turnaround time within just three months, with over half of all cases being closed within five minutes. HGS Digital's expertise fundamentally improved the customer experience.