Many companies have a content development team and a customer support team. We have one team, and a small one at that. This means that when we work on social marketing content and publishing, that takes away from our resources working on customer support. We wanted to get back to helping our customers, so it quickly became clear that we needed an efficient tool.
We appreciate Lithium Reach’s ability to bulk upload assets, the opportunity to leverage Klout Data to schedule the best time to post, and the content discovery that recommends relevant content for our social audience.
Our team has become leaner over the past few months, so we needed to find ways to be more efficient.
Our team uses these benefits of Lithium Response:
As we leverage the features of Lithium Response, and as our team’s experience grows, we are seeing significant improvements in our response time. Our goal is to respond within two hours during our business hours on English and Spanish channels for both Twitter and Facebook. We improved our two-hour response time from 73% during our second Open Enrollment period to 82% during our third Open Enrollment period. And we’re continuously striving to improve that further even with our small team that is managing a large volume, averaging 3,200 incoming posts per week, during our past two open enrollment periods.
We improved our response-to-post ratio from 1.6 responses per post to 4 responses per post. And within those responses, we were able to give more detailed and thorough answers back to our customers.
We also increased our “closed as resolved” rate by 8% from year-over-year.
This all contributed to seeing a sentiment conversion change: Negative to Positive increased by 250%, Negative to Neutral reduced by 51%, and overall Negative reduced by 50%.
Ultimately, making our customers happy and having positive opinions of the brand by providing high quality customer support is our goal, and we’ve been able to achieve that.