|
Signing on the dotted line for a new credit card, mortgage, loan, or insurance can be scary - especially if you don't do your homework up front. Price comparison site moneysupermarket.com, which specialises in credit cards, mortgages, loans, insurance and other financial services, knew it was critical that they use online channels like Twitter to better engage and connect with their customers.
However, moneysupermarket.com quickly realised that managing their corporate Twitter account is challenging - if not, impossible - for a single person to handle. That's when they began looking for a solution that would allow them to more easily and efficiently interact with their customers on Twitter. moneysupermarket.com turned to CoTweet, which allows a team of people to actively engage with their customers on Twitter. CoTweet were able to help moneysupermarket.com in four key areas.
Faster response time
With CoTweet, moneysupermarket.com no longer has to worry about one person responding to every Tweet from their corporate Twitter account. Using CoTweet's enterprise-class workflow capabilities, moneysupermarket.com has now enabled 14 employees across six business units to interact with customers via Twitter, increasing their responsiveness exponentially. Increased responsiveness leads to bigger and better things – such as increased customer satisfaction and loyalty.
"By involving all areas of our business with CoTweet, we are able to meet each customer's needs," says Paul Lawler, PR Manager for moneysupermarket.com. "Measuring social media ROI is difficult, but every company wants to be number one in customer service and engaging online is the way to get there."
Trackable results
Using CoTweet's integrated URL shortening tool, moneysupermarket.com can track customer clicks on links in Tweets to measure engagement. Using this data, the financial services company creates Tweets featuring relevant content and schedules future Tweets during times consumers are most likely to engage.
Increased Twitter followers
Having 14 employees actively engaged on Twitter has not only increased moneysupermarket.com's responsiveness, but it has also led to an increased number of followers on Twitter. In just one month of using CoTweet, moneysupermarket.com increased the number of Twitter followers by 70 percent.
Bottom line
By using CoTweet to streamline their Twitter presence, moneysupermarket.com is equipped to provide the service customers expect. "More and more customers rely on online channels like Twitter to engage with our brand, and it will only become increasingly important for us to effectively use Twitter to stay engaged with them," says moneysupermarket.com PR Manager Paul Lawler. "CoTweet lets us do this much more efficiently."
As consumers adopt more and more social media tools, it's critical that businesses meet their customers where they're at. "By involving all areas of our business with CoTweet, we are able to meet each customer's needs. Measuring social media ROI is difficult, but every company wants to be number one in customer service and engaging online is the way to get there," says Lawler.
|