Case Study: Rite Aid boosts social engagement and customer care with LiveWorld

RITE AID boosts social engagement 137% with LiveWorld

Rite Aid, a retail pharmacy, faced the challenge of adapting its customer care to a massive surge in social media communications and new consumer concerns during the COVID-19 pandemic. As an essential business, it needed a program that could pivot nimbly during sudden high-volume surges to continue serving its community. To meet this challenge, they partnered with the vendor LiveWorld.

LiveWorld implemented a solution by building a fully integrated social engagement program supported by a dedicated team of their agents. This team served as an extension of Rite Aid's own customer care, providing knowledgeable and empathetic human interaction. The results were significant, including a 137% increase in total inbound content and a 94% growth in outbound responses, all while maintaining a 15% service level agreement more than 80% of the time.

RITE AID