Case Study: Home Retail Group Goes Multichannel

Home Retail Group has introduced an enterprise social media management platform with help from Sabio.

The solution has further strengthened its multichannel offering for its Argos, Homebase and Habitat brands.

The solution

Home Retail Group has deployed a full-service solution for integrating social media and building social customer service operations.

Key features of the Conversocial solution include: the threading of related messages, access to conversation histories for context, as well as prioritisation filters that help identify those interactions that require an immediate customer service response.

The Group is using the solution to support its Homebase and Argos Facebook sites, as well as its key Twitter feeds.

The results

Since deploying the solution in July, Home Retail Group’s growing team of social customer service agents has found it easier to engage in conversational marketing, as well as reach out to consumers to catch any issues at the earliest stage.

Initial reporting also shows that the Group’s social customer service agents have processed 27% more messages and 23% more conversations for Argos Twitter accounts, and 25% and 35% more for Homebase.

The solution has also helped improve first response times for Argos on Twitter by 17%, Argos on Facebook by 10% and Homebase on Twitter by 37%.

“With the volume of social media interactions increasing for our Argos, Homebase and Habitat brands, it’s essential that we have a powerful social platform in place so that our agents can manage higher message volumes more easily,” said Paul Downham, Head of Operations for Contact Centres at Home Retail Group. “Our agents are finding the Conversocial platform fun to use, making social interactions much easier and ensuring faster responses for our customers.”

“Social channels are increasingly important for Home Retail Group’s brands, so it made sense to extend social channels to their customers,” said Matt Dyer, Head of Multichannel Solutions at Sabio. “A solution like Conversocial gives them far greater support for managing their Facebook and Twitter activities and other social channels as the volumes scale.”

For more information about Sabio, visit their website.