WHAT IS THE PROBLEM?
As brands engage with their customers and promote products on social, increasingly their support teams struggle to keep up with the exponential growth in incoming support inquiries and comments. Increasing the team size does not necessarily reduce the response time or boost efficiency.
Brands that run ads on Facebook and Instagram, for example, may also experience decreased ad performance due to not being able to respond in time. Brands may be receiving hundreds of questions daily on "how do I sign up", "where can I get this product from", "I cant' login to my account" on their sponsored posts. If these inquiries aren't answered, they may be losing prospects and current customers.
WHAT IS THE RESPONSE SOLUTION?
BrandBastion identifies and responds to consumer inquiries with pre-determined custom responses on clients’ social media properties. Up to 10 situations are identified as being in need of timely responses and then the client drafts up to 5 different responses per situation that will be used by BrandBastion.
This enables clients to scale their public social support without having to add more team members. BrandBastion's response solution is powered by the use of Natural Language Processing and Artificial Intelligence in combination with trained human specialists. The technology identifies every comment requiring an answer and the appropriate answer for the question, but each answer will be reviewed and approved by a human specialist before it is posted on behalf of the client.
HOW IS IT DONE?
Here's a step-by-step process for setting up:
- BrandBastion conducts a preliminary audit on the client's social properties identifying frequently asked questions being posted and sharing them with the client.
- The client provides BrandBastion with 5 responses per frequently asked question so the response posted in each situation is as natural and customized as possible.
- BrandBastion begins providing Moderation and the Response Solution for the client.
- Client receives detailed moderation reports on the conducted moderation and responding.
WHO IS THIS SOLUTION SUITABLE FOR?
The response solution is a perfect addition to a brand that invests a lot in their social media presence and social media advertising, without being able to provide social media customer support around the clock. Additionally, brands that receive inquiries that need to be dealt with offline can greatly benefit from our response solution, as we are able to post comments that guide the commenter to the right offline channel where they can receive support.
EXAMPLE OF THE BRANDBASTION RESPONSE SOLUTION IN PRACTICE