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The Client:

FOMO Festival was the most highly anticipated festival of 2020, with a huge lineup featuring artists such as Lizzo and Madeon.

Categories:

CRM, Influencer & Ticket sales

THE 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.

PRE EVENT

The CRM team worked closely with the FOMO team to create a Community Management schedule and build out an FAQ document, covering all shows. A roster was created to ensure that the FOMO socials and inbox were monitored from 9am to 9pm each day leading up to the event.

DURING THE EVENT

During show days the CRM team managed both the FOMO social media pages and the FOMO official support email (hello@fomofestival.com.au) from 9am to midnight. During this time, the CRM team ensured that at the end of each day the inbox was cleared and prepared for the next show, by sorting emails into folders: Responded by city, To Action and Urgent Enquiries. The No Standing CRM team also liaised and organised refunds and ticket reissues with the team from Moshtix and Ticketek.

RESULTS
  • 41K

    Instagram followers

  • 71K

    Facebook followers

  • 600+

    Emails received and responded to across show days

  • 447.76%

    New and ongoing conversations that were started on Facebook Messenger across show days