3sixfive's 2024 Highlights
Thursday 9th January 2025
by Beth Perrin
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2024 was another busy year for us here at 3sixfive. As always, we provided Community Management, Review Management, Sentiment Analysis and more essential services for our clients every day of the year from 8am-10pm, and worked hard to maintain their reputations and support their online audiences. We’ve got plenty of highlights and accomplishments to share, so join us as we recap our best moments as an agency below!
Award-Winning Agency
We were delighted to be named Communication Specialists of the Year at the South West England Prestige Awards, an accolade that we’ve won three times before! The judging panel base their decisions upon areas such as “service excellence, quality of the product/service provided, innovative practices, value, ethical or sustainable methods of working, as well as consistency in performance”. The winners selected are those who can best demonstrate their strengths in these areas, so we couldn’t be more grateful to be chosen for this outstanding title.
We were also given an Award of Excellence by E2 Media that recognises our dedication to providing exceptional customer service and our focus on human-led services in a world increasingly shaped by automation and AI. “What sets 3sixfive apart is its unwavering commitment to a human-first approach. While many companies rely heavily on automation, 3sixfive ensures every response, report, and interaction is crafted by experts who understand the nuances of each situation. Their reports go beyond raw data, offering insights tailored to support clients’ goals.”
Live Chat & Customer Service Success
Our brand new Live Chat and Customer Support services launched successfully in 2024, which meant we were able to welcome 6 new team members. We actioned more than 100,000 support tickets (over 87,000 for Live Chat and over 12,000 for Customer Service) across these two services within just 11 months!
• Thanks to our Live Chat service, over 16,000 customer satisfaction (CSAT) ratings were left, with a 92.3% positive rating. Over 15,000 tickets were rated positive and we sent over 386,000 messages, with an average first reply time of just 18 seconds.
• When it came to Customer Service, we sent more than 17,000 messages and over 2,700 CSAT ratings were left, with a positive rating of 86.8% - that’s over 2,400 positive rated tickets.
New Clients
New clients that we partnered with in 2024 include two apparel and merchandise brands belonging to a key figure in the sporting world, for whom we’re proud to provide customer service support, and restaurant brands Farmhouse Kitchen and High Tales, both of whom joined us for Community Management. We were also pleased to begin offering an extra service for an existing client - Kwik Fit - by providing Community Management on the brand’s BTCC Facebook Community page.
Kew Gardens Campaign Support
We also provided Community Management support for two social campaigns for London’s Kew Gardens, including five months’ coverage of Marc Quinn’s ‘Light Into Life’ exhibition and six weeks’ coverage of the brand’s Halloween and Christmas light trails. This involved responding to enquiries regarding the three events, sharing information about tickets, bookings and cancellations, and thanking guests for sharing photos and feedback after visiting the gardens.
Other Key Stats
• 5 new members joined our Community Management team.
• Our Community Management team sent over 304,000 responses on behalf of our clients across social media throughout the year.
• We were pleased to assist once again with Kwik Fit’s annual #Kwikmas campaign - a series of daily festive giveaways throughout December, where we sent over 26,000 responses across Facebook, X and Instagram.
• We responded to over 81,000 customer reviews on behalf of our clients across review platforms including Google and Trustpilot.
• Thanks to 2024 being a leap year, we were able to give our clients an extra day of support - taking our total up to 366 instead of our usual 365!
Summary
Overall, 2024 was another exciting year, and we’re immensely proud of everything we accomplished as a company. We can’t wait to see what 2025 has in store for us and our wonderful clients, and we’re looking forward to sharing plenty more great tips, success stories, agency information and case studies here on the blog over the coming months. January is the perfect time to try something new - why not consider partnering with 3sixfive to find out how we can reduce your workload and boost your brand’s online reputation? Contact us to learn how we can support your business this year.
