An Egyptian City with international standards. Madinaty is a peaceful fully integrated community fulfilling all residents' needs in a tranquil modern lifestyle. Madinaty's community today hosts a variety of services and amenities including healthcare facilities, national and international education, a banks district, a shopping mall, a sports & social club.
Madinaty City Hall is responsible for providing important services to our residents, including: clean drinking water, garbage and recycling collection, road and sidewalk maintenance, efficient sewage systems, police and fire services, libraries, recreation centers, and parks, pathways, and green spaces. Social media monitoring was limited as the moderation team was only servicing complaints on Facebook. They also had limited office hours -- 9am to 5pm, Sunday through Thursday -- and were therefore unable to reach out too many support requests in real-time.
decrease the negative support requests to zero
1- Moved From Reactive to Proactive Coverage
Previous to working with Digital Essence, we had more focus on the negative support requests, or complaints, they received on Facebook. With Digital Essence team in place, all mentions of the brand are being addressed.
Additionally, using Social Listening, we are able to find and participate in conversations about the brand where they may not be mentioned. Social Listening has also allowed us to uncover micro-trends for the real estate industry as a whole.
2- Increased Social Media Platform Coverage By adding Digital Essence team to their social media accounts, Madinaty City Hall was able to service customers on Facebook, Twitter, and Instagram, versus only Facebook.
3- Extended Onboarding & Process Documentation Because of a thorough onboarding period and a highly documented set of guides and processes, Digital Essence team was able to act as an arm of Madinaty City Hall, and is now able to deliver a seamless experience for the commuinty.
Digital Essence was able to reduce the average customer wait time on social media channels from 30 minutes to 3 minutes — a 1000% faster response time. Digital Essence team was able to increase the average messages handled per month from 56 to 2,229 — leading to a 3,980% increase in messages handled.