The Caravan and Motorhome Club is the UK’s leading club for caravan, motorhome and trailer tent owners. The forward-thinking brand wanted to expand its social customer care programme and sought a solution which worked effectively alongside other channels in the contact centre, improved response times to keep pace with the growing social volumes and increased customer advocacy and retention. The solution also had to be scalable to allow for future growth.
Read the case study to find out how the Caravan and Motorhome Club uses the Sentiment application to:
- Improve response times by 42% and increase number of replies sent by 163%
- Improve visibility of social data and customer interactions
- Simplify social agent workflow
- Enhance performance monitoring and reporting
- Provide command and control layers on agent activity