FMO delivers exceptional client service in how they strategize, execute and manage their many client expectations. Empowered with Agorapulse, they are able to grow while they maintain that high, hands-on level of great client service.
FMO is a marketing agency specializing in helping businesses navigate the complexities of digital marketing. They prioritize providing exceptional customer service, hands-on guidance, and high-quality content creation for their clients. Clients depend on FMO to execute their social media strategies, so they can focus on other priorities. FMO’s clients rely on the agency’s years of experience and hard-won knowledge to get the work done.
The Challenges of Growth
The challenge, however, was that as FMO’s reputation and clientele grew, so did the amount of social profiles. FMO quickly found itself tackling thousands of social profiles. It did not want to sacrifice its stellar and steady support. The challenges and plan for success were clear. What wasn’t clear was how they were going to take on managing thousands of social profiles without sacrificing the support their clients needed.
What FMO Sought in a Social Media Solution
The FMO team knew they needed a social media management solution that could provide rich data, save time, and offer top customer support. The team set out to identify key qualities in a solution that would directly support their needs.
FMOs ideal social media solution needs were:
- Consistent content management
FMO uploads thousands of pieces of content across all platforms daily. They need to efficiently, effectively, and consistently execute these posts for clients. - Enhanced customer service
When their team has questions or an issue with a solution, they wanted real-time chat functionality and a dedicated account manager. With FMO providing such a hands-on approach for their clients, real-time support from the social media solution was a must-have. - Data-driven insights
Reporting features help FMO showcase organic performance and educate clients on metrics. This makes it incredibly easy to inform their clients on what social media success looks like. This transparency and ability to provide metrics have helped build the trust their clients need in a social partner. - Improved efficiency
FMO also wanted a solution that would grow with them and drive more team efficiency with the ever-changing social media landscape.
With real needs identified, the FMO team began to test a few well-known social media solutions, like Hootsuite and Sprout. Rather than help, what they discovered was a lack of flexibility, bulkiness in the UI, and lack of real support.The FMO team was frustrated despite finding some features they needed because intangibles, such as ease of use and real empathetic support, were lacking.
Melissa, one of FMOs founding partners, then did a search for the top social media management solutions and found Agorapulse’s free trial to test. As the team began to test Agorapulse’s features, they also began to test the knowledge and helpfulness of support.
What FMO experienced next was the Agorapulse hug. A combination of easy-to-use yet powerful features, coupled with support from all departments, such as Sales, Support, Customer Success, and even direct communication with product managers.
After many failed tests with other solutions, the FMO team had found their partner: Agorapulse.
How Using Agorapulse Has Positively Impacted FMO
By leveraging Agorapulse, FMO now:
- Scales client growth
One of FMO’s main concerns was finding a solution that would not require them to sacrifice the hands-on approach their clients valued. Agorapulse’s intuitive UI and workflows provide that exact ease of use, so FMO can take on more client profiles. In using Agorapulse over the past few years, FMO has scaled from managing over 250 client profiles to now managing over 800+ profiles. - Delivers consistent brand voice
Consistency is king for a successful social strategy. While issues and failed posts from past solutions created inconsistency, Agorapulse’s platform now ensures consistent posts, messaging, and overall social brand awareness, keeping clients happy and FMO growth to help more businesses. - Educates clients on organic marketing
Using Agorapulse’s reporting, FMO can easily demonstrate the value of organic marketing efforts, such as brand awareness, audience engagement, and best-performing content. Data-rich reports help show their clients the real business impact they are having on social media. Those added insights help evolve their client strategies for more positive results. - Increases efficiency/new features:
As FMO’s needs evolved, so did their user and client needs to schedule more content or involve them more in the content creation process. With Agorapulse consistently making improvements, FMO found such updates as bulk publishing to help with their internal efficiency, and the shared calendar updates, offer more transparency and client buy-in with their social content approval workflows. - Helps enhance team growth and happiness
Growing a social media team to embody the same principles of hands-on customer service is a challenge. Keeping that same team happy while growing can feel impossible … unless you have the ease of use and impact of Agorapulse. FMO has tripled the size of their team and produced happier social media coordinators since using Agorapulse.
A Perfect Partnership
FMO and Agorapulse share a commitment to client success and ongoing education. They value the human connection in marketing and work together to provide clients with the tools and strategies they need to thrive in the digital landscape.
