Groupon

Groupon Social Care Community Social

Groupon Social Media & Community

2017USA

Groupon had 3 main challenges: meeting the SLAs, improving CSAT and getting back a Social Media Mojo.

Set new standards for Social Customer Care

TSC Worked on new prioritization rules for Groupon social media accounts. We implemented a new workflow beside their own social accounts, to monitor all the positive customer and merchant messages in order to engage with happy customers & active merchants to develop a meaningful relationship.

TSC also advised Groupon to launch their own community: a peer-to-peer community to provide a great selfcare experience. Customers find solutions together and have an impact on contact deflection. The community generates social proofs of how positive a Groupon experience can be.

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