Brother International, the business and home office products provider, was overwhelmed by the influx of online customer service requests. Because internal customer service was staffed 9-5 on weekdays, there was a backload of inbound requests, especially nights and weekends. In addition, only negative feedback could be addressed due to capacity constraints.
During the COVID-19 pandemic, we were faced with many new challenges on our social accounts and beyond. Although newly onboarded to our business at the time, the entire B Squared Media team jumped in with an all-hands-on-deck approach to assist our customers. B Squared Media ensured responses to our social communities were provided quickly while also successfully leaning into the Brother philosophy of providing consistent and courteous “At Your Side” support. The strategy and support of the B Squared Media team was invaluable during this unprecedented time and we are thankful to have them as part of our team.
Senior Specialist, Social Media
Working with B Squared Media, Brother International was able to provide social media-based customer care support 9am to midnight, 365 days per year (more than 3,300 additional service hours annually). We also tripled the social platforms managed and began addressing all customer messages versus just the negative ones.
How we made it work:
BROTHER’S CUSTOMER SUPPORT AVAILABILITY WITH B SQUARED CUSTOMER CARE:
ORIGINAL CUSTOMER SUPPORT AVAILABILITY: 8 hours/day · 5 days/week · 1 platform
B Squared Media was able to reduce the average customer wait time on Brother’s social media channels from over 20 hours to just 32 minutes.
20 hours, 13 mins
mins, 19 secs
faster response time
With the additional hours and platform coverage, the B Squared team was able to increase the average messages handled per month from 56 to 2,229.