Enhancing Customer Experience with New Channel

Featured Industry: Media & Entertainment

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.

Solutions Utilized

The opportunity

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.

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Our Solution

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.

Our Objectives

  • Create brand community to enrich client’s experience
  • Gather discussions on PMU-owned space
  • Facilitate and enrich game experience
  • Offer 24/7 access and reactivity

Services Provided

  • Development and creation of improved, responsive website
  • Conception and management of engagement activities
  • Social media manager and community managers driving social activity and content

The results

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

113K
visits per month

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