Community Management
We reply to your audience 24/7
We reply to your audience 24/7
Wildgrain
is Baking Up a Positive & Engaged Community with BrandBastion
24/7 brand responses and real-time moderation
THEIR STORY
About Wildgrain
Wildgrain is an American brand that delivers slow-fermented sourdough bread, fresh pasta, and artisan pastries directly to your door. The subscription model allows customers to receive regular deliveries of bake-from-frozen items, conveniently scheduled to suit their preferences.
Wildgrain offers customized boxes of bread, rolls, croissants, pastas and other goods crafted by skilled bakers.
The Challenges
-
Responding swiftly and efficiently
Social media serves as a crucial platform for brands like Wildgrain to connect with their customers. Amidst a constant stream of questions seeking insights into their products, Wildgrain aimed to promptly address inquiries and customer feedback with accurate responses. -
Gathering customer feedback effectively
Wildgrain aimed to be more data-driven, leveraging social media to grasp customer sentiments, preferences, and emerging trends. They needed a better way to analyze customer feedback, so they could make informed decisions regarding product development and marketing strategies. -
Fostering a positive and inclusive environment
Wilgrain is fully committed to ensure that their clients feel a sense of belonging and that diverse experiences are shared and valued. This commitment extends to its social media platforms, which require proactive moderation to maintain a positive space for its community and brand.
THE SOLUTIONS: COMMUNITY MANAGEMENT
Increasing Wildgrain response rate and community engagement
Wildgrain understands that building a community requires actively engaging with its audience, so they turned to BrandBastion’s fully managed community management solution to support their engagement efforts. BrandBastion responds on Wildgrain’s behalf 24/7/365, using their unique brand voice, to a variety of comments:
- Conversations that contribute to foster brand loyalty and increase customer retention, such as Fan Community comments.
- Conversations that have the potential to boost conversions and improve the customer experience such as Purchase Intent, FAQ, Constructive Feedback.
- Conversations that could impact the customer experience if left unanswered, such as Customer Complaints.
"BrandBastion's community management service takes a significant workload off our teams' hands, helping us respond much faster to questions and comments via social media, ultimately enhancing overall member satisfaction.”
Alison MooradianVP of Marketing
THE SOLUTIONS: SOCIAL MEDIA INBOX
The Smart Inbox enables personalized customer care and engagement
Wildgrain relies on BrandBastion’s platform to efficiently manage their audience engagement. The smart inbox helps Wildgrain decrease the amount of time dedicated to finding messages on individual platforms and answering with personalized responses — which gives the team more time for data analysis and strategic planning.
Additionally, the platform enables agent performance tracking through metrics like response volume and average response time, aiding internal recognition of high-performing agents and goal setting.
"Before we started using BrandBastion, our Member Support team had to toggle between Gorgias and Sprout Social to make sure all social media comments, mentions, and DMs were getting answered. BrandBastion brings all of these into one queue, which makes the workflow so much easier for our team."
Alison MooradianVP of Marketing
THE SOLUTIONS: SENTIMENT & ANALYTICS
Listening to customer conversations to inform Wilgrain’s overall strategy
The BrandBastion platform enables Wildgrain's team to monitor social media conversations in real-time with sentiment analysis. This allows the team to align product development with the evolving needs of their target audience, and guide their marketing strategy.
Moreover, Wildgrain has full visibility into every action taken by BrandBastion on their behalf. With a detailed breakdown of engageable conversations and hidden comments categorized by tags, the team gains deeper insights into their audience's preferences and the most pertinent topics across their social channels.
"BrandBastion synthesizes member and non-member feedback on social media in a way that's easy to take action on. We have two product launches happening this summer that are the direct result of feedback from social media comments."
Alison MooradianVP of Marketing
THE SOLUTIONS: BRAND PROTECTION
Safeguarding the community well-being
For Wildgrain, promoting healthy, nutritious choices goes beyond food - it also requires fostering a positive community atmosphere free from harmful content.
- BrandBastion stands guard around the clock, monitoring comments in 109 languages to swiftly moderate any harmful content, including spam, scams, violence, profanity, or inappropriate remarks.
- BrandBastion sends real-time alerts for pressing situations like post issues or severe events, enabling the team to promptly address urgent matters, including food safety, and enhance the customer experience.
"It's a relief to know that BrandBastion is moderating our social media accounts on a 24/7 basis, to make sure they remain a safe online space."
Alison MooradianVP of Marketing
THE RESULTS
Wildgrain enhances community engagement
Wildgrain's proactive approach to managing social media conversations has delivered tangible results:
Higher engagement rate: Partnering with BrandBastion has led to Wilgrain issuing more brand replies on a monthly average through the fully managed services and smart inbox. This heightened responsiveness has contributed to a more engaged community, evidenced by an 84% increase in engagement rate.
A positive community: Wildgrain leverages insights from social media monitoring, while BrandBastion swiftly hides harmful comments in real-time to mitigate any harm to the brand’s reputation and community. This has contributed to achieving a positive net sentiment score each month and a 46% net sentiment score (monthly average).
Reclaimed valuable time: Delegating tasks such as moderating conversations, replying to comments, and analyzing sentiment to BrandBastion is saving Wildgrain ∼126 hours per month. This reclaimed time allows the team to focus on more strategic initiatives, enhancing operational efficiency and productivity.
Wildgrain reclaims valuable time
126 Hours saved per month
30 Hours saved moderating
With BrandBastion Protects (compared to doing this manually)
76 Hours saved replying
52 hours saved with BrandBastion Engages + 24 hours saved using the Smart Inbox (compared to doing this manually)
20 Hours saved analyzing sentiment
With BrandBastion Tech & Platform (compared to doing this manually)
"BrandBastion has been significant in upholding the safety and positive engagement of our audience. With their continuous monitoring, this enables our internal team to focus on cases that require a personalized touch and our in-house expertise. Additionally, by providing us with up-to-date real-time reporting, including sentiment analysis and highlighted trends within our comments, BrandBastion empowers us to make immediate and efficient decisions in our marketing and customer engagement strategies."
Daniel GrantMember Experience Lead