Earth Breeze

Protects Its Brand Reputation and Engages at Scale with BrandBastion

24/7 Comment Moderation and Community Management

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33,000 Conversations managed and tagged in just 3 months
∼494h Saved every month in moderation, responses and analysis
1,223 Responses issued by BrandBastion to user comments
Data from the three months following the activation of BrandBastion's full coverage (10/21/2024 – 1/20/2025). Includes both paid and organic assets across Facebook and Instagram.

THE CHALLENGE

Managing social engagement at scale

For Earth Breeze, customer experience isn’t just a department—it’s at the heart of everything they do. As an eco-friendly brand committed to sustainable cleaning solutions that reduce single-use plastics, Earth Breeze has built a passionate community. With their ads reaching over 35 million people, social media is a critical channel for brand awareness, engagement, and customer trust.

"Actively managing social media engagement gives us the ability to listen to our customers, respond, and support our community in real time—whether it's simply answering questions, addressing concerns or showing appreciation" says Ginger, VP of Customer Delight at Earth Breeze. "Every single interaction is an opportunity to build trust and strengthen relationships."

But with rapid growth came new challenges:

• Moderating high-volume engagement

  EarthBreeze faced limitations with other tools in managing high interaction volumes, allowing harmful ad comments to remain visible—potentially deterring customers and impacting revenue.

• Ensuring 24/7 coverage

  With 71% of comments coming in outside business hours, round-the-clock coverage was essential for effectively handling interactions and ensuring brand safety.

• Developing a cohesive strategy with deeper insights

  As a Consumer Goods brand, EarthBreeze needed a clear, best-practice approach to social engagement—along with deeper insights into audience sentiment and trends.

THE SOLUTION

A seamless transition to BrandBastion

Earth Breeze found BrandBastion at a critical moment, seeking immediate support during an urgent situation that was out of their hands. "We found BrandBastion and honestly, it was like a miracle. You guys solved this for us immediately. The implementation was so fast and you got everything under control.”

Ensuring 24/7 protection for their brand and community

“Having all our active accounts and ads in one platform—not just Meta, but also YouTube, Instagram, and TikTok—was so helpful. […] We no longer had to seek out the negative comments and take action across different native platforms. It was all handled for us."

• BrandBastion provides continuous moderation, swiftly addressing harmful comments across organic and paid—taking just 1 minute on average to hide those related to sensitive topics. This ensures a safe and positive environment while maintaining brand integrity.
• With 24/7 oversight, BrandBastion also monitors high-priority concerns—such as post issues or complaint spikes—sending instant alerts that enable Earth Breeze to respond quickly and efficiently.

Earth Breeze engages with their community at scale

"BrandBastion was incredibly valuable in managing harmful comments and engaging with over a thousand customer interactions on our ads."

• BrandBastion issued 1,223 replies to fan community, purchase intent and FAQs comments while staying true to Earth Breeze’s brand voice. This allowed the EarthBreeze team to focus on more high-value customer interactions and escalations.
• Timely and transparent responses to feedback are essential for building trust, fostering loyalty and enhancing the overall customer experience. BrandBastion is available 24/7/365 to address customer feedback on Earth Breeze’s behalf.

Turning customer feedback into actionable insights

“The platform is super user-friendly and easy to navigate. No matter what you're looking for, everything is beautifully organized and simple to find. Honestly, I can say this with confidence because I've tried other platforms and you can't figure out what to do.”

• With BrandBastion's platform, Earth Breeze gains comprehensive insights into customer feedback, sentiment trends, and content performance to refine its messaging and enhance engagement.
• By leveraging BrandBastion’s comment tagging system, EarthBreeze quickly identifies common concerns and frequently asked questions, enabling more effective content creation that directly addresses customer needs.

THE RESULTS

Driving brand protection & customer engagement success

“You want to have partners who are as invested in your success as you are. And the numbers definitely tell the story here.”

In just three months of partnering with BrandBastion, EarthBreeze saw noticeable conversion rate and ROAS improvements. BrandBastion contributed to this success by:

• Issuing 1,223 responses to user comments on behalf of the brand
• Saving 1,483 hours through moderation, responses, and sentiment analysis
• Managing and tagging 33,000 conversations

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