PMU Gambling is a horse-racing betting provider and has also offered sports better and poker on its French website since 2010. A three-year client of The Social Client, PMU was looking for a way to improve their user experience and increase traffic to their site.
PMU Gambling desired to improve their user experience with new functionality and responsive designs. By partnering with The Social Client, PMU turned their support community into a brand community by broadening their interaction scope from support only to gambling tips, ideas, contests and learning experiences.
The Social Client worked with PMU Gambling to launch a community strategy and define the relationship programs within the community. This solution comprised of community framing, training and launching a brand community. The brand community website was led by a supervisor as a social media manager and four agents as community managers.
Improved customer experience
One interaction every four minutes
50K items of content produced
Qualitative online support
Decreased volume of low-value calls
Interactions increased 36%
113K visits per month
visits per month