Here’s an example of a case study that I wrote. This client came up with an innovative way to tag messages to find FAQs to use for marketing material and training.

See how our client in the property management and consulting space was able to grow leads, increase customer satisfaction, and develop a growth strategy.

The Challenge

SAM’s marketing team has been in hyper-growth mode and was getting a plethora of calls and messages from potential and current customers. The team developed an increasing need to stay connected to all customers who messaged them through multiple avenues.

Specifically, Paige, Social Media Strategist, had to handle hundreds of incoming requests. Melissa, the VP of Marketing, and Paige both knew that in order to maintain a good SEO/Google presence and a good reputation with its customers, SAM had to answer all incoming inquiries in a timely manner. Therefore, the SAM team needed a unified place to easily see and quickly respond to the variety of incoming requests.

Additionally, because of SAM’s fast growth, Melissa needed ways to develop growth and customer strategy. 

The Solution

SAM adopted the Reputation Messaging and Inbox solutions which enabled them to:

• Quickly respond to new leads and send them over to the sales team
• Better manage customer requests

Paige also began seeing patterns within the messages. With the goal of developing growth and customer strategy in mind, Paige came up with an innovative way to tag incoming messages within Inbox.

Inbox & Messaging Results

Implementing messaging provided to be another way to generate leads and provide great customer service for SAM. Since implementing they’ve seen the following:

• Over 5,500 messages. This is around 2,250 leads*,which they’ve passed on to their sales team.
• Received over 2,000 customer requests and have been able to close an average response time within one hour (and a good portion within a few minutes).

Outcomes

After a time of tagging messages with topics like Availability, Lease Terms, Reservation, Maintenance Concern, Payment/Billing, and Talk to Manager, Paige has been able to identify patterns within the messages and come up with a list of FAQs by location. These FAQs have become:

• Valuable content for SAM’s web team
• Important additions for customer service training and customer strategy development

Conclusion

Melissa and Paige from the SAM team continue to utilize Message and Inbox to help them innovate and improve their growth strategy. What started out as a way to simply answer messages has evolved into solutions for content, training, and even technology buildout, all crucial parts of the strategy of a fast-growing company.

The Challenge

SAM’s marketing team has been in hyper-growth mode and was getting a plethora of calls and messages from potential and current customers. The team developed an increasing need to stay connected to all customers who messaged them through multiple avenues.

Specifically, Paige, Social Media Strategist, had to handle hundreds of incoming requests. Melissa, the VP of Marketing, and Paige both knew that in order to maintain a good SEO/Google presence and a good reputation with its customers, SAM had to answer all incoming inquiries in a timely manner. Therefore, the SAM team needed a unified place to easily see and quickly respond to the variety of incoming requests.

Additionally, because of SAM’s fast growth, Melissa needed ways to develop growth and customer strategy. 

The Solution

SAM adopted the Reputation Messaging and Inbox solutions which enabled them to:

• Quickly respond to new leads and send them over to the sales team
• Better manage customer requests

Paige also began seeing patterns within the messages. With the goal of developing growth and customer strategy in mind, Paige came up with an innovative way to tag incoming messages within Inbox.

Inbox & Messaging Results

Implementing messaging provided to be another way to generate leads and provide great customer service for SAM. Since implementing they’ve seen the following:

• Over 5,500 messages. This is around 2,250 leads*,which they’ve passed on to their sales team.
• Received over 2,000 customer requests and have been able to close an average response time within one hour (and a good portion within a few minutes).

Outcomes

After a time of tagging messages with topics like Availability, Lease Terms, Reservation, Maintenance Concern, Payment/Billing, and Talk to Manager, Paige has been able to identify patterns within the messages and come up with a list of FAQs by location. These FAQs have become:

• Valuable content for SAM’s web team
• Important additions for customer service training and customer strategy development

Conclusion

Melissa and Paige from the SAM team continue to utilize Message and Inbox to help them innovate and improve their growth strategy. What started out as a way to simply answer messages has evolved into solutions for content, training, and even technology buildout, all crucial parts of the strategy of a fast-growing company.

Quotes:

“Google released its messaging feature a few months ago, and we’re amazed by the amount of people that use it. When you’re managing this many pages, you see a notification and then have to figure out which page the message came into. Reputation’s tool has been great at pulling that all together. We can see the metrics behind it too — how long was our response time, are we getting more customer service messages or sales, etc.” Messaging is a great way to gather first party data; Reputation allows engagement with customers and be in touch with them in the best way possible.”

– Melissa Stiles, VP of Marketing and Sales, SAM

“Tagging the Inbox messages has allowed us to track the intent of the messages coming in on Google and social media. This data has been useful as SAM builds our own help center and develops an AI messaging system that is equipped to answer the most frequently asked questions we see from customers.”

-Paige Weary, Social Media Strategist, SAM

Resources

Social media as a service differentiator: How to win by Avinash Chandra Das, Malcolm Gomes, Ishwar Lal Patidar, and Renny Thomas, Mckinsey & Company

*SAM confirmed that 50% of the messages came from leads