Solution: Engagement

Creating social media experiences people love.

Walmart has more than 4,200 local store Facebook pages, in addition to its corporate page and presence in other social channels. The retailer wanted to scale its social program to reach tens of millions of customers and address hundreds of thousands of user comments per month. It also needed to protect its brand, build customer loyalty, drive traffic to stores and web sites, manage customer service and support and gain insight. The company relies on LiveWorld to oversee this massive social presence with quality and scale cost efficiency.

Challenge

The world’s largest retailer and the #1 Facebook brand in the U.S. wanted to engage its customers through marketing and customer service programs to increase retention and improve customer satisfaction. In addition, the retailer wanted to remove hostile comments, spam, profanity and inappropriate content for its family audience, allowing brand representatives to more quickly detect threats and create an safer environment for customers to interact with each other and the brand. With its more than 4,200 Facebook pages for each local store requiring around-the-clock coverage, Walmart’s social presence requires massive scale all with a human sensitivity to ensure a customer experience true to the brand’s vision.

Solution

As part of our Engagement Program, LiveWorld developed and deployed content to promote products and uncover insights for marketers. The program also included pre-approved responses to customers looking for assistance with products purchase online and in-store. Our team of moderators reviewed up to 500,000 pieces of English and Spanish content on the 4,000+ Facebook pages each month, reporting on their customer activity and conversations in weekly trends reports and monthly deep dives that delivered insights and recommendations to improve programs. Our moderators also leveraged LiveWorld software to interact with Walmart customers socially.

Our software makes it possible to efficiently, effectively monitor and act on these thousands of comments across an unlimited number of Facebook pages and other social channels. We combine this software with our expert moderation team to ensure Walmart is able to oversee and respond to its customers at this enormous scale.

Results

LiveWorld typically reviews and manages up to 500,000 comments per month for Walmart. Over the holidays, that rises to 800,000/month – with as many as 60,000+ during a 24-hour Black Friday period (that’s 42 per minute). Each social media comment is reviewed and acted on by humans using LiveWorld software.

  • Mangages up to 500,000 comments/month
  • Mangages over 800,000 comments/month over the holidays

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