THIS IS THE PROJECT
FOMO Festival was the most highly anticipated festival of 2020, with a huge lineup featuring artists such as Lizzo and Madeon.
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.
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CHALLENGES & RESULTS
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.