Around-the-Clock Community Management
Objective
Likeable provides around-the-clock community management services for GAF, a leading roofing manufacturer, across all of their owned channels. Our team underwent extensive training to gain in-depth knowledge of the technical industry and subject matter, enabling us to adeptly handle user inquiries and showcase thought leadership on behalf of the brand.
GAF entrusted us with the challenge of providing same-day responses to comments and DM’s as part of our service level agreement (SLA).
Solution
To ensure best-in-class community management, our team engaged in meetings with various departments within GAF and established an efficient escalation process that tapped internal teams at GAF for product-related inquiries, complaints, and high-alert escalations.
By breaking down silos and fostering direct connections with these teams in real time, we have enhanced the quality of our responses and significantly reduced our response time on their social channels.
Our response plan has been so effective that it has increased overall inbound volume, making social one of the more active customer communication channels for GAF.
Impact
• An optimized, custom social care escalation process.
• Customer Service SLA response time 133% below benchmark despite a 40% YoY increase in inbound volume.
• Gold in the “Best Use of Social Media in Customer Service” at the 2022 Globee Awards.
