Community Management
We reply to your audience 24/7
We reply to your audience 24/7
WorldRemit
Keeps their customers safe and well-informed while increasing positive sentiment by 61%
Fostering safe dialogue on social as a FinTech company
Overview
Securing trust in the financial industry is paramount, and a company's reputation plays a pivotal role in this regard. Monitoring customer sentiments on social media is key to gauging online perception.
With financial services often raising questions and concerns, consumers turn to social platforms for answers. Brands cannot hold back; they need to engage their customers by responding to questions if they want to drive better performance.
Moreover, financial companies need to be especially wary of the potential exposure of user’s PII (personally identifiable information), scams, spam, and other harmful comments that can threaten their reputation and also their customers’ safety.
THEIR STORY
About the brand
WorldRemit is a cross-border digital payments service and money transfer app. It provides fast and secure international money transfer and remittance services in more than 130 countries and over 70 currencies.
Brand Protection
The Solutions
- BrandBastion monitors all comments in real-time with 24/7 coverage in 109 languages.
- BrandBastion hides comments disclosing personally identifiable information, and other harmful content such as spam, scam, violent or inappropriate comments.
- BrandBastion sends alerts to the brand when immediate attention is required.
Community Management
The Solutions
- BrandBastion responds to FAQ, Purchase Intent, Customer Complaints, and Fan Community 24/7.
- BrandBastion refines and develops responses for specific customer service questions (such as refunds, transfers, and other queries) within the FAQ category, as we learn more about the audiences’ needs and questions.
BrandBastion solutions keep our social media properties free from spam, inappropriate comments, and phishing attacks that can put our fans in danger. It also helps us cater to our customers’ questions and enable personalized conversations. BrandBastion is helping us build a safe and engaged community on social media."
Ensuring customer and brand safety
The Results
WorldRemit took a proactive approach to keep their customers safe and informed on social media, setting a great example for all financial companies. They have peace of mind knowing that:
- Their ads won't spread scams or inappropriate comments that could threaten their customers’ safety or the brand’s reputation.
- Comments disclosing personally identifiable information are removed, to protect the user’s sensitive data.
- All customers’ questions are solved with personalized responses.
- They are deepening relationships with fans that leave positive comments.
They are in control if something unexpected happens or if there's an issue.
Since partnering with BrandBastion, WorldRemit’s social media teams have been able to focus on running ads at scale.
