To support the launch of Virgin Bet, the mobile-only sportsbook, we first conducted an audit of how their competitors and best-in-class brands approach social customer service; this provided insights into what consumers were already experiencing and best practice behaviours.
A social customer care playbook was subsequently created, providing clear principles for the Virgin Bet team to build a robust, efficient and audience-centric solution that reflects the style of the brand.
As Virgin Bet was a completely new entity, the scope of the project covered all aspects of social customer care, from tone of voice and workflow management to service level agreements and reporting.
“Simon and the team at slp consulting have been first class to deal with in helping set up our social media customer service strategy. They are our first port of call when we require advice on customer service strategy.” – Mark Gilbert, Head of Content Marketing