Liveworld
Leveraging Social
to Solve Problems During an Unprecedented Time
As an essential business, Rite Aid needed to adapt to new norms in order to understand and serve their customer’s changing needs.
Overview
Covid-19 resulted in a drastic rise in social communications and presented myriad new issues and concerns, as well as the opportunity to assist customers during a scary and uncertain time. As social media became an indispensable mode for communicating with customers, our teams built a fully integrated successful engagement program.
Challenge
When Covid hit in March of 2020, the world changed tremendously for everyone. No-one was hit harder than those businesses on the front line serving to meet essential needs. As a retail pharmacy, Rite Aid worked hard to keep operations as close to normal as possible to provide life-saving medications and the essential products its customers needed.
It became more important than ever to have a program built to pivot nimbly during sudden or sustained surges of high volume.
Solution
Together Rite Aid and LiveWorld built a fully integrated social engagement program supported by a dedicated team of LiveWorld agents that serve as an extension of Rite Aid’s Customer Care team.
These high-level agents provided knowledgeable, thoughtful social interaction and engagement with a focus on amplifying Rite Aid’s new brand message, enabled customers to connect in convenient, meaningful, emotion-eliciting ways, and grew Rite Aid’s customer and patient community in top social channels to answer questions, offer support, and engage the way you would with your favorite neighbor.
Results
Our team was a well-oiled machine, but it was the human touch (less AI automation than most brands) that allowed us to meet customers and patients where they were. Plus, it was the added empathy that enabled our team to assist with the challenges and questions they were dealing with in the moment.
increase in total inbound content
growth in outbound responses
SLA maintained more than 80% of the time