Latched Mama, a unique e-commerce brand specializing in breastfeeding apparel, turned social media chaos into an organized, impactful customer experience by using Agorapulse. After the brand adopted the centralized social media management platform, Latched Mama gained the tools to build and nurture a thriving online community, improving both efficiency and engagement with their customers.
About Latched Mama
Latched Mama is a U.S.-based e-commerce company that designs breastfeeding clothing for moms seeking comfort and support. Beyond its products, Latched Mama has built an online community of more than 20,000 moms on Facebook. These women share their motherhood journeys and find encouragement from one another.
This focus on community is core to Latched Mama’s mission of providing emotional support along with high-quality apparel.
The Challenge
Before Agorapulse, Latched Mama’s team faced an overwhelming challenge: managing customer engagement across multiple social channels without a dedicated social media tool.
Responding to customer comments on Facebook and Instagram required manually tracking posts. Doing that limited the team’s ability to create genuine connections. This disorganized workflow often led to missed interactions, preventing Latched Mama’s social media team from engaging as fully as they wanted.
The Journey to Agorapulse
In 2019, Latched Mama recognized the need for a structured approach to social media management to turn their vision of an online village into a reality.
Agorapulse emerged as the perfect solution with its affordable pricing, responsive customer support, and unified dashboard. The tool enabled Latched Mama to consolidate social media tasks and empowered the team to monitor and engage with their growing community.
Transformation and Impact
Using Agorapulse, Latched Mama seamlessly transformed its social media operations. That enabled the company to create meaningful connections with their audience.
Agorapulse’s centralized dashboard streamlined social media engagement. Now, customer experience director April Titler and Brittany Muncy found it easy to track comments across all channels, respond promptly, and prioritize interactions based on urgency or emotional tone. This meant the team could focus more on supporting their community and less on operational logistics, allowing them to respond to a range of customer needs—from product questions to deeply personal stories.
Key Results
Improved workflow efficiency
With all channels in one place, Latched Mama significantly reduced time spent navigating multiple platforms and could respond faster to customer inquiries.
Deeper customer engagement
Agorapulse’s dashboard allowed the team to focus on high-priority interactions, strengthening bonds within their community and ensuring mothers felt heard and supported.
Emotional connection focus
By eliminating redundant steps, Agorapulse empowered Latched Mama to dedicate their mental energy to meaningful conversations, allowing the team to connect authentically with customers.
Lessons Learned and Unexpected Benefits
Agorapulse’s mobile app was an unexpected benefit for Latched Mama’s team. It allowed community moderators—many of whom work remotely—to manage engagement from anywhere. This flexibility proved invaluable, especially during high-activity events or live streams, when moderators needed to respond promptly.
Plus, Agorapulse’s responsive customer support and regular updates, such as the addition of TikTok ads, meant Latched Mama could easily explore new channels without losing efficiency.
Advice from Latched Mama
April and Brittany recommend Agorapulse to any business striving to build genuine connections through social media without becoming overwhelmed. April shared:
“Agorapulse has not only been a highly effective tool but also provides amazing support, allowing us to focus on our customers and feel truly valued as a client.”
Conclusion
For Latched Mama, Agorapulse was the key to transforming social media chaos into a seamless customer experience. By centralizing all interactions, Agorapulse enabled the team to focus on what mattered most: building a supportive, vibrant community for mothers.
Agorapulse helped Latched Mama move from an overwhelmed team to one that could fully engage with customers, creating an environment where every mom feels seen, heard, and understood.
