Case Study – Social Media Message Automate

Automating Social Media Message Handling for Client

Overview

One of our clients, a personal finance company, offers free credit scores, reports, and financial tools to help consumers make informed financial decisions. With a strong digital presence, the client engages millions of users across multiple social media platforms, ensuring effective customer communication and support.

The Client social media team manages incoming messages from multiple platforms, including Twitter, Facebook, and Instagram. These messages are received through the Lithium platform, where the team manually reviews and takes necessary actions. With thousands of messages per month, this manual process is both time-consuming and requires substantial team effort.

Industry

Financial Services

Processes Automated

Automating Social Media Message Handling

Current Challenges

  • The team must manually review and respond to each message.
  • The high volume of incoming messages leads to inefficiencies and delayed responses.
  • Agents are burdened with repetitive tasks, reducing their ability to focus on more complex interactions.

Automation Objectives

To optimize the Client’s social media operations by automating Twitter message handling, reducing manual workload, and improving agent efficiency. The automation solution aims to:

✔ Identify and close irrelevant Twitter interactions without agent intervention.
✔ Route important messages requiring human attention to the appropriate agent queue.
✔ Streamline workflows, enabling agents to focus on complex and high-priority tasks.
✔ Enhance overall productivity and response efficiency in social media support.

Solution Summary

  • Time Savings: Agents no longer spend valuable time closing irrelevant messages.
  • Enhanced Productivity: Agents have more time to focus on critical interactions.
  • Operational Efficiency: Automation enables fast, accurate message categorization, improving response times and customer engagement.

By automating message handling, the Client social media team has streamlined its workflow, reducing manual effort and boosting agent efficiency. This transformation paves the way for further automation advancements in future phases.

Outcomes

  1. Reduced Manual Workload: The social media team spends less time reviewing and closing irrelevant messages, freeing up resources for more strategic tasks.

  2. Increased Customer Satisfaction: More timely and accurate responses improve the customer experience across social media platforms.

  3. Improved Response Times: Faster identification and routing of important messages lead to quicker customer responses and greater engagement.