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