Helping a Leading Social Metaverse Company Reduce its Flush Rate & Deliver Next-Level Social Care

A technology and social media company specializing in VR turned to the VXI CX Acceleration team to better integrate social media with its other customer service channels. The client also wanted to reduce its flush rate (the amount of actionable content that expires and disappears from the queue).

With a specialty in operationalizing social media as two-way conversational platform for improved CX, VXI assessed needs, provided targets, and created a service improvement plan that featured intelligent routing, keyword automation, a management dashboard, and personalized insights. Social media is now the client’s highest-performing channel. 

What You’ll Learn

• Process maps reveal gaps: “As is” and “to be” mapping exercises light the way to integration.
• In-channel resolution saves time: Eliminating email and private message redirection reduces frustration.
• Social media playbooks enable scale: Next-level social care requires alignment across the entire team.
• Social care takes tech and talent: Operationalizing full-service social requires SaaS, automation, and VXI.