SITUATION
PetSmart approached Social Factor in an effort to help moderate their weekend incoming volume. They wanted to increase the quality of its social media presence during this time, continue to build community, provide resources, and drive more traffic to their website.
It was critical that social is as it relates to animals and PetSmart’s brand is handled with care. A simple situation can quickly escalate, go viral and turn into a crisis if not handled quickly.
SOLUTION
Social Factor’s team, trained on the PetSmart brand and products, and deployed to provide 6 hours of daily weekend coverage including holidays, with a team of off-hour specialists. The Social Factor team implemented social listening, and new dashboards as well as Created solid SLAs with rapid responses and value-aligned communication.
RESULTS
“Monday is a “breath fresh air.” It’s so nice to not have a mountain of response to face first thing when you come to work.”
“Social Factor has become an extension of our team and working with them has improved morale.”
“We weren’t really looking at the right analytics. We thought we knew what we were listening & monitoring for, but the dashboards that SF has built have significantly impacted our overall response time, brand sentiment, and established proper benchmarks.”
