McDonald’s KSA with agency Ethos Interactive put their community first

How @McDonaldsKSA and their agency led the industry in community management for 5 consecutive quarters on Twitter.

Engaging with more customers, faster

Proactive community management is about leveraging every opportunity to connect more deeply with your customers. Ethos Interactive and their client McDonald's KSA understand the value of timely and personalized community management first hand.

With their agency, Ethos Interactive, McDonald's KSA was Emplifi's No. 1 socially devoted brand in the retail food industry globally for five consecutive quarters (Q3 2017 to Q3 2018) on Twitter.

With a 61% better response rate and 5 hours and 30 minutes faster response time than the retail food industry benchmark, the iconic food chain was able to foster great relationships, increase brand loyalty, and improve customer satisfaction overall.

"Every customer engagement is an opportunity to enhance our relationship and create a great experience for our community. That's why Emplifi Social Marketing Cloud is an integral part of our community management strategy. With Emplifi's easy-to-use interface, we have the ability to close the gap in cross-team communication so we can give our customers the attention they deserve," said Osmat Awar, Director of Corporate Communication and Social Responsibility at McDonald's RICC.

Success by the numbers with Emplifi

Results that impact the community

Happier Customers: With Emplifi's instant notifications and internal cues, McDonald's KSA and Ethos Interactive had timely and thoughtful conversations with their community members, which resulted in higher satisfaction

Improved Team Collaboration: Ethos Interactive was able to streamline their communication directly in the platform to improve collaboration and unite all teams behind common goals

A Smart Workflow: With an end-to-end solution, McDonald's KSA was able to measure and track progress in real-time through comprehensive dashboards

Clearer Business Goals : With an organized community management workflow, more time could be spent on creating engaging content, which impacted audience growth and retention

Just some of the awards in our trophy case

Social Marketing Cloud
Award - Social Marketing Cloud (G2: Leader Winter 2021)
Award - Social Marketing Cloud (G2: Leader Mid-Market - Winter 2021)
Award - Social Marketing Cloud (G2: Leader Enterprise - Winter 2021)
Award - Social Marketing Cloud (G2: Leader Asia-Pacific - Winter 2021)
Award - Social Marketing Cloud (SaaSWorthy: Top 20 Most Popular Software for Social Media Management - Q1 2021)

Market Leader Featured Customers

Service Cloud
Award - Service Cloud (G2: Momentum Leader - Winter 2021)

VoC

Award - Service Cloud (G2: High Performer Enterprise - Winter 2021)

VoC

Award - Service Cloud (G2: High Performer - Winter 2021)

VoC

Award - Service Cloud (American Business Awards - 2020 Steve Winner - Bronze)

Bot

Award - Service Cloud (AI Breakthrough Award - 2020)

Bot

Award - Service Cloud (Frost & Sullivan - 2020 Best Practices Award)

Bot/Agent

Award - Service Cloud (Big Innovation - 2019)

Bot

Award - Service Cloud (Customer Contact Center Technology Award - 2019)

Agent