Leveraging Social
to Boost Engagement and Scale Customer Care

As an essential business, Rite Aid needed to adapt to new norms in order to understand and serve their customer’s changing needs.

Overview

Covid-19 resulted in a drastic rise in social communications and presented myriad new issues and concerns, as well as the opportunity to assist customers during a scary and uncertain time. As social media became an indispensable mode for communicating with customers, our teams built a fully integrated successful engagement program.

Challenge

When Covid hit in March of 2020, the world changed tremendously for everyone. No-one was hit harder than those businesses on the front line serving to meet essential needs. As a retail pharmacy, Rite Aid worked hard to keep operations as close to normal as possible to provide life-saving medications and the essential products its customers needed.

It became more important than ever to have a program built to pivot nimbly during sudden or sustained surges of high volume.

Solution

Together Rite Aid and LiveWorld built a fully integrated social engagement program supported by a dedicated team of LiveWorld agents that serve as an extension of Rite Aid’s Customer Care team.

These high-level agents provided knowledgeable, thoughtful social interaction and engagement with a focus on amplifying Rite Aid’s new brand message, enabled customers to connect in convenient, meaningful, emotion-eliciting ways, and grew Rite Aid’s customer and patient community in top social channels to answer questions, offer support, and engage the way you would with your favorite neighbor.

Results

Our team was a well-oiled machine, but it was the human touch (less AI automation than most brands) that allowed us to meet customers and patients where they were. Plus, it was the added empathy that enabled our team to assist with the challenges and questions they were dealing with in the moment. View our “When Social is a Lifeline” blog post for results. 

137%

increase in total inbound content

94%

growth in outbound responses

15%

SLA maintained more than 80% of the time