Digitalizm faced two vital tasks: Firstly, to turn social media networks into effective service channels alongside OBI’s call centres, and secondly to neutralize the negativity and repetitive questioning received through these channels.
We completely rebuilt OBI's approach to community management in just seven days, expanded the crisis team, and began to reorient social networks to become service channels. The result was that within two weeks 15% of inbound requests and subsequent problem solving was shifted away from OBI’s call centres and the number of negative comments was cut in half.
