Intense Oud
Effectively managing comments and optimizing social media presence using the solutions offered in TikTok App Center.
The objective
Managing a high volume of diverse comments
Intense Oud is a luxury perfume brand that brings high-quality Middle Eastern fragrances to the US and beyond. In September 2023, Intense Oud rocked the #PerfumeTikTok scene with its viral content featuring a perfume called Hawas for Men, which led to a boost in engagement, and the challenges that come with increased brand awareness.
Intense Oud began receiving a large volume of comments and customer inquiries. Real-time moderation and responsive communication were necessary to create brand trust, ensure customer satisfaction, and gather crucial feedback for new releases in the Intense Oud TikTok Shop.
The solution
Utilizing the TikTok App Center for marketing insights
Intense Oud utilized the BrandBastion app from the TikTok App Center, leveraging its advanced expertise in social media engagement solutions and brand protection to manage online comments effectively.
Comment Moderation: Intense Oud deployed the app's real-time comment moderation capability to automatically detect and hide spam, offensive language, and inappropriate content. This ensured that Intense Oud’s social media pages remained professional and welcoming.
Comment Reply: The app empowered Intense Oud’s customer service representatives and fragrance consultants to engage with their audience actively. They acknowledged positive interactions with appreciation and encouragement, and addressed customer inquiries such as missing packages or processing returns for damaged products with accurate and helpful information.
Reporting and Analytics: By leveraging reports on comment activity and common customer issues generated by the app, Intense Oud refined its marketing strategies. This also enhanced their product offerings and improved post-purchase customer care, contributing to a better overall customer experience.
The results
Following the scent of efficiency to success
Utilizing the BrandBastion app from the TikTok App Center significantly enhanced the efficiency of Intense Oud's marketing and customer service teams in managing comments. The average response time to engage with customers decreased approximately by 37%, shifting from 5 hours 45 minutes to 3 hours 36 minutes.
By actively responding to comments and inquiries, Intense Oud experienced higher levels of customer satisfaction and engagement. In the first quarter of Intense Oud's utilization of BrandBastion's app in the App Center, the business initiated 15,871 new conversations with 1,642 engageable ones. Additionally, Intense Oud was able to make data-driven decisions that improved its product portfolio, which further contributed to 10-15% growth in monthly sales.
TikTok suggested we utilize tools from the App Center earlier this year and for us, BrandBastion has been an excellent tool. It has significantly improved our ability to respond to comments on our videos by allowing us to filter out negative comments efficiently and help us bulk-reply positive comments. This enhancement has also boosted our customer satisfaction efforts on TikTok, reducing the time spent on these activities by 20-30%.