When Customer Care meets social media
Nestlé wanted to gather it’s various customer care expertises in one common space in order to centralize all interactions between brands and customers.
100% of interactions are processed and analyzed, revealing a new strong source of insights
TSC and Sitel have created Happy’Nest: a customer care floor including a social room. An animation manager and community managers work on team to interact with social audiences of several Nestlé brands. The team can rely and get help from Sitel’s agents’ expertise (baby nutrition, veterinary assistant, dietitians or NESCAFÉ Dolce Gusto experts).