The Story

Our client, a top-25 credit union, wanted to raise brand awareness. However, their initial increase in Facebook engagement was also increasing social customer service complaints. As a result, negative reviews for the brand on Facebook increased. The credit union’s member services team, along with Move Digital, focused on solving member issues with a robust social care strategy before complaints escalated to negative reviews.

The Solution

Move Digital’s social media strategists worked alongside our client’s member services team to implement service-focused procedures, decreasing member wait time for resolution. With Move Digital’s streamlined feedback system, social media tracking, and engagement reports, our client implemented changes to the brand’s overall customer service that delivered social media care results for the credit union.

The Success

• Negative mentions declined 18%, but when weighted against impressions, they fell by 42%.
• Positive mentions increased 140%.
• Facebook impressions increased 41%.

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