AI-Driven Social ORM Strengthens Brand Engagement in Mattress Retail: 100% CSAT Achieved
Overview: The client is a leading Indian mattress and comfort solutions brand with a strong nationwide presence across digital and retail channels. To enhance customer engagement and strengthen brand perception across social platforms, the organization partnered with us to implement an AI-powered Social Online Reputation Management (ORM) framework for consistent and timely response management.
Objective: To strengthen customer engagement and brand sentiment by improving responsiveness and resolution efficiency across social media channels.
Business Challenges
The organization faced multiple engagement and insight-related challenges that impacted customer confidence and lead generation potential:
Limited ORM Capabilities: Restricted data insights reduced visibility into customer sentiment and social interactions.
Slow Feedback Resolution: Delayed tracking and response to customer queries across social channels impacted engagement quality.
Missed Lead Opportunities: Lack of structured insights from social engagement limited lead generation potential.
The Solution
We deployed an AI-powered Social ORM suite to manage sentiment analysis, social listening, and real-time customer engagement across multiple platforms. A dedicated response desk was established using CRM and social listening tools to track customer conversations, prioritize cases, and ensure timely resolutions. A centralized command center was implemented to manage queries, escalations, and feedback loops. Additionally, daily and weekly ORM performance reports were provided to enable trend analysis and support data-driven decision making.
Value Delivered
The Social ORM framework improved sentiment score and overall brand reputation by increasing customer engagement, accelerating response timelines, and enabling consistent case handling across digital channels.
100%
CSAT Achieved
71%+
Reduction in First Time Response (FTR)
45%
Monthly Growth in Lead Generation