"With ICUC, we cut a 5-hour response time in half, and saw a 10K item jump in engagement. These shifts have been paramount to our brand community’s health and our ability to share our products with the world."
CPG
United States
Mid-market (25-250 employees)
Founded in 2011, leading bone conduction technology retailer Shokz has reached record growth – in 2019 alone, they saw 55% YoY sales growth. When they moved their headquarters to Austin, Texas in 2020, it was official – they needed a trustworthy agency partner to scale with them.
A tough pandemic year shook things further. With a growing demand, Shokz struggled to address a growing amount of negative customer sentiment online, and a lagging customer response time. Their internal teams weren’t built for customer service and insights at scale.
They partnered with ICUC, and within just one year, the two teams saw major changes in Shokz customer sentiment.
“With ICUC, we cut a 5 hour response time in half, and saw a 10K item jump in engagement. These shifts have been paramount to our brand community’s health and our ability to share our products with the world.”
Schedule a consultation to explore how ICUC’s services can fuel your growth.
Don’t see your industry?
ICUC is trusted by 200+ companies across the world
Get in touch now!
Transform your content and brand voice optimized for audience engagement and cross-channel brand alignment.
Know who is talking about your brand and your competitors, all the time and in real-time.
Protect your brand reputation, knowing your brand is in safe hands the moment a crisis hits.
Founded in 2011, leading bone conduction technology retailer Shokz has reached record growth – in 2019 alone, they saw 55% YoY sales growth. When they moved their headquarters to Austin, Texas in 2020, it was official – they needed a trustworthy agency partner to scale with them.
A tough pandemic year shook things further. With a growing demand, Shokz struggled to address a growing amount of negative customer sentiment online, and a lagging customer response time. Their internal teams weren’t built for customer service and insights at scale.
They partnered with ICUC, and within just one year, the two teams saw major changes in Shokz customer sentiment.
Q4 2023 Moderated Engagements
Number of Instagram Followers Alone
Service Level Agreement
Founded in 2011, leading bone conduction technology retailer Shokz has reached record growth – in 2019 alone, they saw 55% YoY sales growth. When they moved their headquarters to Austin, Texas in 2020, it was official – they needed a trustworthy agency partner to scale with them.
A tough pandemic year shook things further. With a growing demand, Shokz struggled to address a growing amount of negative customer sentiment online, and a lagging customer response time. Their internal teams weren’t built for customer service and insights at scale.
They partnered with ICUC, and within just one year, the two teams saw major changes in Shokz customer sentiment.
As a company who grew during the rise of social media, Boston Pizza needed experts who could navigate customer issues across highly decentralized communication touchpoints, all while maintaining one unified brand.
CASE STUDY
Q2 2024 Moderated Engagements
Instagram Followers: Cultivated a Robust Community on Instagram
Increase in Brand Mentions Over 12 Months
"When the leading coffee chain exploded as a brand becoming the world's largest coffee chain, they were seeking a partner that could help build and maintain a powerful online community for fans and followers. ICUC has been able to scale into new markets, evolve with changing social platforms, support during crises, and keep up with the high volume of customer engagement.
Colin Greenseich
Social Media & Influencer Manager
"With ICUC, we cut a 5-hour response time in half, and saw a 10K item jump in engagement. These shifts have been paramount to our brand community’s health and our ability to share our products with the world."
CPG
United States
Mid-market (25-250 employees)
For the past 90 years, Mattress Firm® and its family of companies have been enhancing sleep quality across America. To spearhead a rebranding initiative on social media, the team collaborated with ICUC and the national restaurant brand Chili’s® for an April Fool’s Day campaign that seamlessly captured the spirit of the day.
The campaign aimed to boost follower counts across all platforms, strengthen brand loyalty, and increase month-over-month engagement rates. ICUC set clear, comprehensive goals to align with these business needs.
Download the case study to discover how ICUC provided Mattress Firm® with peace of mind, and learn about the significance of community management and engagement, coupled with campaign optimization, in supporting your brand.
“As the campaign launched, we watched all these brands come in and join the campaign, which as a social media professional, is huge. I mean, I can retire now (kidding). Kimpton and Massage Envy joked about wanting a massage bed -- not a bad idea now that I think about it!”
Schedule a consultation to explore how ICUC’s services can fuel your growth.
Don’t see your industry?
ICUC is trusted by 200+ companies across the world
Get in touch now!
Transform your content and brand voice optimized for audience engagement and cross-channel brand alignment.
Know who is talking about your brand and your competitors, all the time and in real-time.
Protect your brand reputation, knowing your brand is in safe hands the moment a crisis hits.
CPG
United States
Mid-market (25-250 employees)
Canada's leading casual dining brand Boston Pizza began in Edmonton, Alberta in 1964 and expanded to over 400 franchises, today serving 40 million guests annually. Their rapid growth highlighted a gap between in-person and online customer relationships, expounded by the rise of social media. The COVID-19 pandemic further forced a business model change, challenging communication in a digital network.
Partnering with ICUC, experts in community management, Boston Pizza ensured consistent customer communication. ICUC provided round-the-clock social media engagement and moderation, allowing the internal team to focus on core business areas. This partnership saved time and set a new service level agreement (SLA) standard for customer service. Learn how their collaboration can benefit your brand by downloading our case study.
“In the 12 months prior to partnering with ICUC, Boston Pizza had a response rate of 3% and an overall rating of 3.3/5. Year to date (2021), we have a response rate of 99% and an overall rating of 4/5, with an additional 20,000 reviews.”
Schedule a consultation to explore how ICUC’s services can fuel your growth.
Don’t see your industry?
ICUC is trusted by 200+ companies across the world
Get in touch now!
Transform your content and brand voice optimized for audience engagement and cross-channel brand alignment.
Know who is talking about your brand and your competitors, all the time and in real-time.
Protect your brand reputation, knowing your brand is in safe hands the moment a crisis hits.
CPG
United States
Mid-market (25-250 employees)
International restaurant brand Chili’s focuses on technological innovation by enhancing digital guest experiences and prioritizing infrastructure. In 2013, they revolutionized casual dining with Ziosk® tabletop tablets, now on over 70,000 tables nationwide. Technology has been crucial for Chili’s to manage brand engagement on social media—until TikTok and other platforms stretched resources thin.
Faced with TikTok's challenges and opportunities, especially during COVID-19, Chili’s needed a reliable partner to optimize its presence and improve its community and content strategy. They partnered with ICUC to enhance TikTok community management and elevate social media strategy. “When budget cuts were necessary during the pandemic, ICUC was the only agency we kept because we couldn't continue without their support,” stated Liz Bickert.
“In the 12 months prior to partnering with ICUC, Boston Pizza had a response rate of 3% and an overall rating of 3.3/5. Year to date (2021), we have a response rate of 99% and an overall rating of 4/5, with an additional 20,000 reviews.”
Schedule a consultation to explore how ICUC’s services can fuel your growth.
Don’t see your industry?
ICUC is trusted by 200+ companies across the world
Get in touch now!
Transform your content and brand voice optimized for audience engagement and cross-channel brand alignment.
Know who is talking about your brand and your competitors, all the time and in real-time.
Protect your brand reputation, knowing your brand is in safe hands the moment a crisis hits.
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