The Hyde Group deliver exceptional customer service via social media
The Hyde Group provides homes and services to more than 95,000 customers across London and the South East. They proactively encourage their residents get online and use their website, Facebook and Twitter accounts to keep informed about the latest news, service charges, repairs, safety and financial information.
In order to manage and monitor their increasing social media engagement, the Communications Team recognised they needed to empower different teams across the organisation to manage their own social media accounts and respond directly to customer service enquires.
Using CrowdControlHQ, The Hyde Group achieved several valuable outcomes including:
Ranked as the 5th most followed Housing Organisation on Twitter (2015 Connected Housing Study).
Implemented a fully joined-up approach to managing and monitoring multiple central and local social media accounts.
Enabled 25 staff across The Hyde Group to publish content and reply to messages without risk.
Ability to respond more quickly and consistenly to customer complaints received via any social media account or network.
Providing regular activity and engagement reports to the Senior Management Team to proove the value of their social media strategy.
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