FOMO
FOMO Festival was the most highly anticipated festival of 2020, with a huge lineup featuring artists such as Lizzo and Madeon.
Category:
Paid Performance
Tags:
Brief
To ensure that all patrons of FOMO Festival receive a positive customer service experience when interacting and engaging with the brand via Facebook, Instagram and the FOMO email.
The Challenge
The FOMO team were unable to efficiently manage their Community Management across their social channels due to a lack of internal resources. This meant that many of their customers often didn’t receive a response to enquiries for days or were missed completely. This challenge was amplified during FOMO Festival days, where DMs and comments required a much faster response rate; which was not possible, due to a lack of available team members.
The Result
448 %
New and ongoing conversations that were started on Facebook Messenger across show days
41000
Instagram Followers
72000
Facebook followers
600
