Overview
Specsavers is a global retail company founded in 1984, known for affordable eyewear and eye care services. They offer a wide range of glasses, sunglasses, and contact lenses at competitive prices. With qualified optometrists in stores, they provide eye examinations, hearing care services, and have an online presence for convenient shopping. Their goal is to provide accessible, affordable, and high-quality eye care and eyewear.
Social Media Monitoring Position
Specsavers maintains a strong and engaging presence on all key social media platforms such as Facebook, Twitter, and Instagram. They share a diverse range of content including product promotions, eye health tips, customer testimonials, and behind-the-scenes glimpses. They run interactive campaigns, competitions, and engage with their followers through polls and quizzes. Specsavers also focuses on providing educational content about eye health, answering customer inquiries promptly, and creating a sense of community.
Challenge
One challenge that Specsavers face in managing their social media presence and community is dealing with negative feedback or customer complaints. Handling these negative interactions in a prompt, empathetic, and effective manner can be particularly challenging on social media due to the public natures and the expansive reach of these platform
The Burrow Objective
Carefully balance addressing customer concerns whilst maintaining a positive brand image.
Services Provided
Monitoring and responding to external site reviews
Moderating negative comments and mentions, including activity on advertisements
Curated responses with swift response times
Daily reports with activity summaries
Tagging interactions and identifying high value user generated content
Escalating critical issues promptly
Results
Elevated customer satisfaction scores with faster response times and personalised responses
Increased customer confidence with external reviews addressed
Unlocked valuable consumer insight and brand perception
Bolstered campaign success with proactive customer engagement
Burrow makes it easy for everyone on Specsavers social media team to have oversight of the community activity and weekend support. With Burrow, Specsavers is now able to have a deep understanding of consumer sentiment, extend their support capabilities with ease and have peace of mind.
