Quiip has stepped in to cover Red Engine’s community management needs over the Christmas break for the past two years. This has entailed management of 6-7 brands’ Facebook and Instagram channels – monitoring, responding to any customer queries and complaints as per FAQ documents supplied, escalating any queries not covered by the FAQs to the appropriate customer service contacts, and hiding any spam, profanities, guideline breaches or high risk comments/posts.

Quiip has stepped in to cover Red Engine’s community management needs over the Christmas break for the past two years. This has entailed management of 6-7 brands’ Facebook and Instagram channels – monitoring, responding to any customer queries and complaints as per FAQ documents supplied, escalating any queries not covered by the FAQs to the appropriate customer service contacts, and hiding any spam, profanities, guideline breaches or high risk comments/posts.

Challenges

  • A fake phishing account was set up mimicking one of the brands. This was reported to the brand by several community members.
  • A video posted by one of the pages proved controversial among the community.

 

Solutions

  • The phishing account was reported to Facebook by the Quiip CM on shift.
  • The reactions to the video were quickly escalated to Red Engine and the video was hidden from the page.

Results

  • All private messages and timeline enquiries were responded to within 24 hours
  • Product quality complaints were handled as per procedure
  • Quiip provided wrap reports with insights for each brand, along with recommendations for ways to further engage with and reward loyal customers