hours saved scheduling per campaign
increase in social traffic in 12 months
minutes quicker response time
As social media usage started to soar, Hillarys knew there was a potential for organisations. It had become a game-changer for businesses like them, enabling them to talk with their consumers directly, in near real-time, and vice versa. Customers were now choosing social media to quickly source reviews of products, services and even check on the reputation of an organisation. Social media had enabled people to interact with brands in a much more direct, public manner than ever before. For Hillarys, the opportunity was there to interact with these newly-empowered consumers, sharing upcoming or existing product news and responding to reviews. They began to invest time in social media and engage with the social community. Customers loved Hillarys approach and the engagement that followed, both from a marketing and customer service perspective started to become unmanageable. It’s at this point that Christopher McKay, Social Media and Display Manager at Hillarys, decided they needed to invest in the tools that would allow them to drive their activity forward.
Chris drew up a list of must-haves based on his team’s recommendations. From a customer service perspective, they struggled to manage the incoming messages to their multiple social channels and really wanted a platform that would allow them to manage all incoming enquires in one location. In addition to this, they wanted to treat social media like any other form of contact within the business and track the time it takes to respond to social enquires. For marketers they wanted to be able to post and schedule content efficiently across all social networks from one place while also monitoring the performance of those posts. Instead of just focusing on ‘likes and reach’, Chris wanted to see how the community was responding, which posts were the community engaging with and what the sentiment of that post was.
Christopher began to look around for a social media management platform that would enable them to produce compelling social marketing content, while also providing quick, effective social customer service. Initially, Chris struggled to discover one that would meet their long list of requirements, while also sticking to the budget he had available – until he came across SocialSignIn. As Hillarys had previously accessed their social channels natively, he was thrilled to see the potential to improve their efficiency and increase productivity. After starting to manage their activity through SocialSignIn, Chris quickly started to see the benefits to utilising a complete social media platform.
Christopher McKay, Social Media and Display Manager at Hillarys, said, “Our social media has now transformed into a significant channel within our organisation. We use it to engage with our fans, on our sites, offline in our showroom and as a way of influencing the different departments.
“We have increased our socially driven website traffic by 500% over the past twelve months, doubled campaign engagement whilst saving four hours of scheduling time per campaign. We set KPI’s to respond to incoming queries within an hour a year ago and now we respond on average within 12 minutes during monitoring times. Social media is an important part of our business and SocialSignIn simplifies our approach to managing it.”