As a well known brand typically linked to a stressful event (moving), U-Haul needed to quickly identify relevant conversations on social channels and address them. Time is of the essence when it comes to moving services, so fast responses were imperative.
Furthermore, as a highly seasonal service provider (with peaks during the summer months of over 20,000 inbound messages – over twice the volume of average months), preparing the appropriate number of resources to deliver excellent customer service was a challenge.
Without the proper structure, U-Haul suffered, being unable to understand the needs of their audience. So what is the solution?
Download this case study to see how U-Haul have adopted social moderation to improve their customers’ social experience.