When one of Communicado’s clients was facing a potential crisis, Quiip was engaged to provide after-hours support. Quiip Community Managers monitored the client’s owned channels for mentions of the issue, searched 3rd party forums for any complaints, responded to the affected customers, and logged any mentions of the issue.

When one of Communicado’s clients was facing a potential crisis, Quiip was engaged to provide after-hours support. Quiip Community Managers monitored the client’s owned channels for mentions of the issue, searched 3rd party forums for any complaints, responded to the affected customers, and logged any mentions of the issue.

Challenges

Consumer complaints could arise anywhere – not just on the brand’s owned channels.

Solutions

The Quiip team worked in shifts, making use of a worldwide dispersed team to cover late night shift times. On each shift community managers checked owned channels before searching relevant forums for any mention of the issue, and completing google searches using keywords related to the issue to ensure no complaints went unnoticed.