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Case study  ·  B2B Technology

Launching social customer care with 50+ seats and listening-led insight

How Trellist gave a global social media platform a listening strategy to understand brand perception and share of voice, launched the first phase of social customer care with 50+ seats, and set up a new partner revenue stream.

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Client
Global social media platform

The challenge

Our client wanted a clearer picture of how people perceived its brand, and how much of the conversation it owned against others. It needed insights it could turn into a better customer experience.

At the same time, the company was ready to start answering customers directly on social, and to open new revenue streams with media partners. Each goal depended on listening done well and on the right setup behind it.

What we did

Trellist built the listening program, stood up social customer care, and helped turn listening into a partner revenue stream.

  • Listening as part of customer experience. We delivered the listening strategy, implementation, and ongoing reporting and analytics, acting as an extension of the customer experience support team.
  • Platform optimization and dashboards. Trellist optimized the social platform and set up dashboards so teams could see perception and share of voice at a glance.
  • Social care at scale. We created the social care strategy and implemented the first phase with 50+ seats.
  • A new partner revenue stream. Trellist implemented and managed an innovative partner revenue stream with two entertainment media partners, built on the platform and social listening software.

The impact, measured

Listening became an everyday input to customer experience, social care launched with 50+ seats, and the company gained an additional partner revenue stream.

50+
Social care seats
In the first phase of the customer care rollout
  • Clearer brand perception and share-of-voice insight to improve customer experience.
  • Customer care on social launched with 50+ seats in its first phase.
  • Dashboards teams could use on an optimized social platform.
  • New revenue from an innovative partner program built on listening.
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