Locobuzz is a unified customer experience platform that converges technologies like Artificial Intelligence, Machine Learning, Big Data, Analytics to help brands forge stronger relationships with their customers and increase their lifetime value. Locobuzz connects organizations with their customers across a spectrum of digital channels and leverages analytics and automation to increase efficiency across business processes and create a seamless experience for customers. Locobuzz was founded in 2015 and has its headquarters in Mumbai. Locobuzz has clients across domains like Hospitality, Telecom, Automotive, BFSI, Retail, eCommerce, FMCG, Aviation.
Vishal Agarwal, Co-Founder, and CEO of Locobuzz, spoke about the platform, unique features, marketing strategies, target audience, and more.
Excerpts:
Speaking about the Locobuzz platform, Vishal said, “Built with core technologies like Big Data, Analytics, and AI, Locobuzz enables brands for smarter customer care with a multifaceted platform to support needs such as Online Reputation Management, conversational commerce, and data intelligence hubs or digital command centers. However, Locobuzz goes above and beyond that. Some of the strongest functions of the Locobuzz platform is to derive data for business growth, such as competition benchmarking, share of voice, influencer management, specialized channel or operational alerts mechanisms, social intelligence, product and brand performance reviews, ticket management, and most essentially, versatile real-time data visualizations. The insights that brands can garner can vary across multiple KPI margins such as industry trends, crises management, detailed reportage of brand health, performance, and opinion mining. Locobuzz helps brands manage, understand, and utilize the business and customer data not just to enable brand growth, but ensure effective and impressive customer experience management.”
Locobuzz has evolved considerably from its inception – it has rapidly moved from a social media listening tool to a unified customer experience platform. They have leveraged Machine Learning (and Data Sciences) in a big way in almost every function of Locobuzz.
Now Locobuzz is one of the very selected few platforms in the world which effectively provides for:
- Manage entire social media presence
- Enterprise quality tickets and team management
- Real-time data analytics (via Digital War rooms)
- Automation (chatbots and workflows)
They have also achieved some great engineering feats in their ability to process billions of data points in a month. There are customers for whom they process over 100-200 million data points just in a month. Locobuzz has created a reliable, secure, and scalable infrastructure to support the ever-growing demands in this space.
Speaking about the unique features of the platform, Vishal said, “We live in a time where the modern citizen is constantly online. A platform like ours works to ensure that a brand is well informed, has a strong engagement game, and has relevant insights to help strategize their approach, making sure to provide a holistic omnichannel approach to deliver unified CX. This results in a positive impact of a brand’s messaging (marketing and branding efforts) onto customers and further propagates client retention and loyalty.”
Locobuzz places paramount emphasis on customer-centricity at the core of all digital solutions designed at Locobuzz. There is a constant evolution of data analytics and digital automation for seamless customer experience management. They also train their AI models to derive accurate social intelligence that facilitates a deeper understanding of customers, competition, brand performance to ensure effective and timely digital care.
Brands can leverage a more profound and accurate understanding of customer sentiment and trending market developments across various dimensions such as industries, professions, hobbies, etc. The idea is to help brand teams with powerful real-time intelligence to build steadfast relations with customers and turn them into brand advocates.
He further added, “The kind of data insights that we work to deliver is powerful enough to drive strategic business growth. It becomes crucial for brands to associate themselves with the right influencers, so we help identify the most suited for the positive brand establishment and highlight those who aren’t in favor. We study the brand in the digital sphere and provide benchmarking insights against competitors that help brands rethink approach strategies or revamp their communication outreach. Our platform walks hand-in-hand with the brand in many ways, such as raising the right automated alerts, analyzing brand and product performance reviews, easy customer case or ticket management – all served with real-time data visualizations and insights.”
“We pool in our efforts to build technology that facilitates brand growth; that’s what drives our innovation and is a key differentiator from others. We leave no stone unturned when a business reaches out to us to manage, study and evolve their brand digitally,” he added.
Recently, Locobuzz has launched a Covid resource website for people in distress.
Elaborating on it, Vishal said, “The Covid Relief Project went live on the 5th of May, during a time where the news was flooded with people and families struggling for basic needs such as food, oxygen, plasma requests, and lack of hospital beds. Therefore, to answer covid SOS calls by people in distress, Locobuzz launched a covid resource website by aggregating crowd-sourced leads on Twitter. The platform ensured it bridged the gap between those looking for assistance and those supplying it. The platform helped connect both parties by providing easy access to available helpline numbers in a centralized manner. Individuals looking for assistance could set notifications to get the latest updates on information on their Twitter accounts. The COVID Relief platform is/was functional in Delhi, Pune, Bengaluru, Mumbai, Nagpur, Chennai, Nashik, Lucknow. The Covid Relief Project recorded about 10K unique visitors on the platform. We had about 70K+ visits on the website, and an estimated average of people spending over 100 seconds on the platform in 2-2.5 weeks.”
Locobuzz used their AI-powered algorithms, which are engineered to assimilate and present crowd-sourced Tweets and led coming in through various sources and handles. It covers the broadest range of geographies and supplies across the country. It provided the latest confirmed leads for oxygen, beds, plasma, medicines and critical supplies for covid patients. It also provided trends on the supply and demand of these resources, which helped NGOs and governments track the on-ground situation.
On how marketing teams in an organization derive inputs using the Locobuzz platform
The marketing teams can derive inputs that aid in designing campaigns, monitoring brand chatter, identifying influencers, and benchmarking with the competitors. The customer experience teams can engage with customers, resolve queries, identify patterns, and streamline efficiency to improve customer satisfaction scores. Sales teams can identify leads and other engagement opportunities. The CRM teams can augment and enrich customer profiles. Automation and Analytics can help across the business functions.
The platform, through many workflows, reports, insights and real-time intelligence, unifies the brand and marketing teams to operate as a cohesive unit when building a brand online, yet provides relevant solutions for each team to enhance the capabilities of their functions through AI-led solutions that eventually propels the brand’s growth.
On Marketing Strategies and Target Audience
Currently, Locobuzz is focused on elevating its brand image to make sure we’re always relevant in people’s minds whenever they think of “Digital Customer Experience Management”. We’ve steadily expanded our presence on all major social media platforms and other digital mediums. Through blog posts and published articles, we constantly touch upon the many topics in our domain from a thought-leadership perspective, ensuring our content reaches the right audience. Our marketing strategies are appropriately adjusted to reach out to the overseas market. For example, e-mail marketing is a crucial part of our overall strategy of touching base with potential customers in the U.S. In India, on the other hand, our dedicated Pre-Sales team connects with those expressing interest in this space.
For Locobuzz, participating in events – in both India and overseas – has proved to be lucrative. We’ve had the opportunity to share interesting learnings about our work with our clients while highlighting our successes and how Locobuzz can improve the overall Customer Experience of other brands as well.
We’ve focused our marketing efforts on gaining a trustworthy and steady association with “Digital Customer Experience Management” to drive innovation as thought-leaders from the space of CX.
