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The Client

KETTLE® Foods, encompassing the two well-loved brands of KETTLE® Chips and Metcalfe’s®.

The Brief

KETTLE® Foods were aware of two things: that they weren’t engaging enough with their fans on social media, and that a lack of resourcing meant that thousands of relevant conversations were taking place per day that they weren’t keeping track of.

With a large and dedicated fan following, the sheer volume of incoming messages meant that the resources they did have for social were not able to be as consistent as they would have liked. If a brand is going to respond on social, it's really important to ensure that you are engaging with all comments and messages across various channels, which is where 3sixfive came in. Our brief was to not only improve response time, respond to all messages and comments, but also improve brand love and the positive sentiment of conversations on social media.

The Brief

KETTLE® Foods were aware of two things: that they weren’t engaging enough with their fans on social media, and that a lack of resourcing meant that thousands of relevant conversations were taking place per day that they weren’t keeping track of.

With a large and dedicated fan following, the sheer volume of incoming messages meant that the resources they did have for social were not able to be as consistent as they would have liked. If a brand is going to respond on social, it's really important to ensure that you are engaging with all comments and messages across various channels, which is where 3sixfive came in. Our brief was to not only improve response time, respond to all messages and comments, but also improve brand love and the positive sentiment of conversations on social media.

The Strategy

Gaining loyal fans for your business is one thing. Maintaining them is another. And here at 3sixfive, we can help you manage both.

The Results

With our human responses and quick resolutions, we’ve helped to improve their social reputation by consistently proving that they value the feedback and concerns of their customers, upping their Facebook response rate to 97%. We’ve been there during all kinds of promotions, including one competition for which we responded to over 5,000 comments. We continue to provide daily social listening services to make KETTLE® stand out - by jumping in with fun, warm responses to surprise their customers, or by intercepting before any negative feedback has the chance to escalate.


What does all of this mean for the client? Their customers know that someone is there for them - and that this high standard of service is what converts a regular customer into a dedicated fan, who in turn spreads the love for the brand.

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New fans across all platforms per month on average
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% of comments responded to in under an hour
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Avergage unique responses on Facebook per month

“Thank you for all your incredible work, which helps us to navigate really busy periods and still deliver great service to our consumers. We really do appreciate that you do all of this with amazing attitudes and without a word of complaint. Your competence in handling all this has given us fewer things to worry about, which has been a big relief.”

Natasha Jones, Digital Marketing Manager, Kettle Foods

Need a hand in managing your own social media customer service? Want assistance in growing the love - or awareness - of your own brand? We can tailor unique packages suited to your individual needs. Get in touch to find out more.

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