Lenovo
Lenovo
Centralized Community Management and Monitoring for LATAM
We design and implement a specialized Community Management team to centralize moderation across all Spanish-speaking countries in the LATAM region, integrating influencer monitoring strategies and their impact on brand perception.
Regional Coverage
The team operated in the following countries and regions:
Main countries: Argentina, Chile, Colombia, Peru, Mexico.
Grouped regions:
BUPE: Ecuador, Uruguay.
Central America (CA): Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, Panama, Dominican Republic.
Moderation and Monitoring Functions
Pre-Sales Messages
Management of inquiries about products and services, contributing to increased conversions on digital platforms.
Key KPI: Reduction of average response time to less than 3 hours.
Branding Conversations
Proactive response to brand interactions to reinforce its positioning and values.
Key KPI: Increased engagement by 15%-20% in key markets.
eCommerce Case Management
Collection and follow-up of orders, returns, and claims for effective resolution.
Key KPI: Resolution of 95% of cases within 48 hours.
eServices Monitoring
Supervision and escalation of technical or service issues, prioritizing critical cases.
Key KPI: Resolution of 90% of critical cases on the first contact.
Influencer Monitoring
- Analysis of campaign performance with key influencers in each market.
- Tracking of influencer-generated content and its impact on engagement metrics and brand mentions.
- Key KPI: Identification of a 25% increase in positive mentions resulting from influencer collaborations in the region.
Key Results Achieved
Operational Efficiency: Centralization of the team, reducing operating costs by 20%.
Increased Satisfaction: 30% improvement in brand perception according to customer surveys.
Increased Interactions: Management of an average of 10,000 monthly interactions, with a 40% growth in the volume of moderated messages.
Social Media Impact: Influencer campaigns contributed to achieving an average engagement rate of 4%-6%, above the industry standard.
Regional Consistency: Application of a unified tone and style, ensuring consistency of brand communication across all markets.
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