COVID-19 case study: Preparing for social media chaos

COVID-19 case study: How is your social media team handling crisis response efforts?

As the impacts of COVID-19 began to spread across all industries around Australia, Propel was engaged by our client to help its Communications and Service teams bolster social media in response to consumers in distress.

The past few months have been incredibly challenging for organisations and consumers alike and, with our client, we have worked to ensure social media has: played a vital role providing real-time intelligence to leaders; enabled fast, responsive service for consumers; and helped internal teams work as efficiently as possible to reduce service drains.

As the case study reveals, we helped our client build a crisis response plan from the ground up, ensuring they had the tools, skills and processes needed to keep key internal stakeholders informed. And we’ve learned a lot about the unusual ways consumers are using social media right now and what it takes for organisations to be effective in their response.

Download the case study to help guide your response.

We’re releasing this COVID-19 social media case study while coronavirus continues to impact the lives of all Australians as we hope it provides insights and ideas to teams facing the same challenges. You can download the case study here.

While we cannot disclose full details for obvious reasons, you’re welcome to contact us via LinkedIn, email or phone to discuss how you can benefit from the techniques used here.

With most physical office locations off limits, call centres blocked and whole workforces operating in unfamiliar, remote environments, now is the time for social media to ease the burden on organisations and consumers alike. Stay safe — stay connected.

Click here to continue exploring additional Propel case studies.