Typology Paris

Elevates Social Care While Reclaiming Valuable Time

BrandBastion Essential: Smart Social Inbox and Automated Moderation

149 hSaved every month in moderating, analyzing and engaging

+25% More brand responses issued*

+64% Increase in the share of positive conversations*

*Comparing the first month of implementing BrandBastion solutions to the sixth month [May 2023 to October 2023]. Data includes Facebook, Instagram, and TikTok for ads and organic assets. Sentiment analysis was not available for TikTok.

THE CHALLENGE

Managing a high volume of multilingual social media interactions

Typology's social media strategy generates +6,500 monthly conversations, challenging community management. Yet, prioritizing customer engagement and satisfaction is non-negotiable for this direct-to-consumer brand. To manage the surge of messages, the social media and customer experience teams sought a tool that could:

• Consolidate all social conversations (ad comments, brand mentions, private messages) from Facebook, Instagram and TikTok in one place.
• Streamline moderation of harmful comments.
• Overcome language barriers in comment monitoring.
• Uncover insights for marketing and product development.

THE SOLUTIONS: SOCIAL MEDIA INBOX

Typology is more responsive than ever

Typology, dedicated to superior customer experiences, optimizes efficiency with BrandBastion's AI-powered unified social inbox, enabling the team to:

• Save time by leveraging AI Intent recognition and sentiment analysis to quickly identify conversations requiring a response.
• Accelerate the engagement process with team member assignment functionalities, enabling Typology to consistently maintain a social inbox.
• Boost overall efficiency with saved replies and the ability to generate AI-powered replies with just one click.

THE SOLUTIONS: SENTIMENT & ANALYTICS

Typology drives more positive sentiment

Typology’s team utilizes sentiment analysis and the platform’s reporting features to:

• Analyze content resonance, shaping a data-backed social strategy and contributing to more positive conversations.
• Monitor agent engagement metrics, tracking issued replies and average response time by user.
• Identify recurring topics and share valuable customer feedback with other departments, particularly in product development.
• Uncover audience insights, such as the most active users and the top languages for Typology's engagement priorities.

THE SOLUTIONS: AUTOMATED MODERATION

Typology fosters an open and positive space for meaningful conversations

Typology cherishes its community and influencers, and strives to create a positive environment by protecting them from offensive remarks. The brand uses our AI-powered platform to seamlessly:

• Automate the hiding of offensive and inappropriate comments, reinforcing their commitment to fostering an open and constructive brand environment.
• Implement notifications to stay informed about urgent issues, such as link problems, ensuring a swift and positive resolution.

BrandBastion has become a core asset for Typology. It helped us improve customer service and engagement, enhancing the delivery of the most accurate and swift customer experiences. The AI functionalities helped scale our operations internationally and contributed to a noteworthy growth in positive sentiment.

Ana Webanck
Head of International & Special Operations at Typology

THE RESULTS

Elevating customer engagement & brand sentiment

Upon integrating the BrandBastion platform into their daily operations, the Typology team not only saved many hours in moderating, analyzing, and engaging with messages but also enhanced the quality and relevance of their customer interactions. They were able to:

Reclaim valuable time: Typology is saving 149 hours per month by leveraging BrandBastion’s platform to consolidate all conversations in one place with AI assistance.

Boost responsiveness: in just 6 months, Typology issued 25% more responses, showcasing a proactive approach to customer engagement and social media care.

Foster a more positive community: positive conversations surged by an impressive +64%, signaling Typology's impact on nurturing a thriving community. Typology's Net Sentiment Score also improved significantly by 68%, reaching an impressive 82% score after just 6 months, indicating an overall positive shift in customer perception.