Community Management
We reply to your audience 24/7
We reply to your audience 24/7
Typology Paris
Elevates Social Care While Reclaiming Valuable Time
BrandBastion Essential: Smart Social Inbox and Automated Moderation
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 WebanckHead 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.
Typology reclaimed valuable time to focus on CX and social strategy
149 Hours saved per month
64 Hours saved moderating
64 Hours saved moderating comments through AI-powered auto-hide (compared to doing this manually)
27 Hours saved replying
27 Hours saved replying using saved replies & AI generator
(compared to doing this manually)
58 Hours saved assigning sentiment
58 Hours saved assigning sentiment to conversations
(compared to doing this manually)