SADV faced a significant challenge with declining customer satisfaction due to slow response times, unresolved service issues, and poor communication, which led to a surge in negative online reviews and the risk of customer churn. The brief called for a strategic solution to restore trust, improve service delivery perceptions, and demonstrate a renewed commitment to customer care.
Services: Strategy | Creative & Content | Media | Social | Digital & Tech | Management & ROI
01. The Challenge
SADV’s reputation had been severely impacted by a surge of negative online reviews, with many customers frustrated by slow response times and unsatisfactory resolutions to network issues and service disruptions. Key complaints included delays in troubleshooting, lengthy installation processes, and a lack of responsive customer service. The company faced mounting pressure to restore customer confidence and demonstrate its ability to provide reliable, high-quality support, particularly as many customers were contemplating switching providers due to these frustrations.
02. The Approach
SADV’s “Serious About Service” campaign was an integrated, multi-faceted approach aimed at rebuilding trust and offering both immediate and long-term solutions to customer service pain points. The campaign incorporated several key initiatives:
- Mfibaristo, the 24/7 chatbot that we conceptualised, developed, and managed as an AI-powered chatbot designed with localised engagement capabilities to address key customer complaints in real time, enhancing customer satisfaction and operational efficiency.
- Expanded Service Channels: We drove brand awareness around the brand’s new support touchpoints through targeted digital and social engagement tactics, generating traffic to the physical hubs and increasing visibility of the 24-hour WhatsApp line.
- Self-service tools like video guides and FAQs to empower customers to solve issues independently.
- Proactive customer engagement through a community manager, a dedicated landing page, and nurturing emails to keep customers informed.
- Staff integration: Secured staff buy-in to embed the “SAS” message as a golden thread across all customer touchpoints, ensuring a seamless and consistent experience between AI-driven and human interactions
03. The Results
The campaign led to a positive shift in customer perception, with key outcomes including:
November to January
- Impressions : 2,550,667
- Clicks: 6,355
- Web Chatbot Clicks: 8,101
