Process with a purpose.

Just as brands architect experiences that lead their customers to greater affinity and higher value, we design our Social Care workflows to unlock the best possible performance from each team. Each step in a given workflow is carefully evaluated to balance speed, effectiveness, and team health.

See Workflow Design in action:

We Built This Workflow on Rock n Roll

Situation

Fender Guitars needed help organization their social software platform. They needed help defining workflows, processes for identifying escalations, and flagging influencer/artist content. Responses in their social channels was inconsistent, event implementation wasn’t optimized, and there wasn’t a clear path to success.

Solution

Social Factor was able to provide a cohesive plan that allows Fedner to leverage their existing investment in Social Media Software by

  • Implementing efficiencies to drive up social engagement with fan base
  • Creating customized workflows to fit Fenders priorities based on social channel, desired types of engagements, incoming volume, escalations and platform capabilities to drive social team response efficiency

Results

Event activation example: Fender donated 200K free Fendor Play licenses during early Covid, previously hadn’t been able to capitalize on this in social forums, but with Social Factors help they achieved the following results.

726%
Increase in responses in less than 90 days
Navigating the Event Workflow and Volume

Situation

Toyota USA needed help moderating 3 key marketing events throughout the year: The Winter Olympics, Super Bowl, and HQC in addition to the day-to-day moderation of Toyota’s social media channels that Social Factor already handles.

Solution

During these events, volume dramatically increases on social channels. The team needed to address not only the increased volume, but also continue to moderate daily incoming engagements, response time, and standard KPI’s.
The team strategically prioritized and sorted conversations quickly to ensure the biggest impact. They created automated filters to instantly detect & eliminate spam content across all social media pages, created event specific dashboards and matrices with responses to boost engagement quickly and efficiently. Additionally, Social Factor built specific event protocols and contingencies based on client guidelines to mitigate for any crisis during these events.

Results

Social Factor was able to successfully support this massive addition because they had built and refined Toyota’s CXM platform and workflows.

  • The Winter Olympics brought in a 68% increase in volume and the SF Team increased engagement by 140%.
  • Super Bowl incoming volume increased by 347% and the team increased engagement by 1,328%
  • During HQC Incoming volume increased by 157% and the Social Factor Team engaged with 230% more comments during that time.