By implementing the Interactions Digital Roots social media engagement platform, agents at a major automotive company saw a 46% increase in the speed of response under twenty minutes and a 54% increase in unique customers engaged.
While a top automotive company had a large staff monitoring social media messages, they recognized a need to optimize the process in order to more efficiently identify potential customers and respond to them. To do this, the automaker utilized the Interactions Digital Roots social media engagement platform. This led to twice the number of customers engaged per hour for agents using the auto-suggest feature and 35% faster responses.
In a recent research report on customer effort, Interactions found that customers simply aren’t willing to spend a lot of time getting their issues resolved. That’s why brands today need to design a modern customer care strategy that not only addresses their customers needs, but also removes effort and frustration.
Millennials are not the generation of the future but we are the generation of the now. With ages ranging from 18-35 we are in our prime spending years. As a millennial myself, I grew up alongside the smartphone, which has had a major impact on my life and the ways in which I interact with my favorite brands.