QoQa Builds Brand Loyalty by Improving Customer Experience on Social Media

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Tags:
Clarabridge Engage
Digital Customer Service
Social Media
Customer Engagement
Social Customer Service

CHALLENGE

QoQa, located in Switzerland, has multiple online shops that offer daily deals to customers. With the rise of social customer service, the company immediately saw the need to build long-term brand loyalty and to deliver a positive customer experience on a one-on-one level. It sought to streamline and centralize its social media efforts, develop an integrated social media strategy, and create an all-around positive customer experience.

SOLUTION

Features such as smart folders, a unified Inbox, improved customer service workflows, and sentiment analysis are helping QoQa to meet its social media strategy goals. Better organization and monitoring capabilities, along with enhanced insights, have allowed QoQa to standardize customer response processes while retaining the brand’s quirky tone of voice in engagement efforts. Thanks to Clarabridge Engage, QoQa now has a holistic view of how to create a more comprehensive customer experience and how to provide true value to its customers.

SUCCESS HIGHLIGHTS

  • Increased efficiencies in social media management, which allows more time to dive into analytics and strategy
  • Effective social video campaigns that showcase product expertise
  • Growth in customer loyalty through the monitoring of sentiment analysis regarding the company’s social media presence
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With the help of Clarabridge Engage’s advanced monitoring capabilities, the brand is able to track every mention and seize every opportunity to boost customer sentiment.

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