How Initiatives Halved Its Customer Response Time via Agorapulse

With nearly 12,000 followers on Instagram and hundreds of daily interactions, Initiatives can count on a committed and supportive community to relay its missions and values. Specializing in supporting schools, sports, and cultural establishments for their charitable projects, the French-based company has built a true digital ecosystem around its cause. But growth is also accompanied by significant challenges, such as effectively managing interactions, maintaining a constant presence, and structuring activities on social networks.

To meet these challenges, the Initiatives social media team chose Agorapulse as an ally. Discover how this collaboration has strengthened the Initiatives organization, their responsiveness, and impact on their community.

A Mission Supported by a Strong Digital Strategy

The challenges of Initiatives: visibility and engagement around strong values

For 30 years, Initiatives has been supporting schools, sports, and cultural establishments in financing projects. On average, 41,000 projects are financed each year through raffles, food sales, or other fundraising events.

Initiatives is structured around 3 entities:

Initiatives Coeur: a “Fond’Actions” that mobilizes sponsors during sailing races to finance heart operations. More than 390 children have already benefited from this support. The mission of Initiatives Coeur is widely supported and relayed on social networks. The foundation has more than 700,000 followers on Facebook and enjoys the support of recognized personalities, such as Thomas Pesquet, sponsor of the Initiatives Coeur boat since 2016.

 

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A post shared by Boulogne sur Mer – Banque Populaire du Nord (@lacoursedescaps)

Les Chocolats du Coeur: This entity organizes sales of French chocolates for the benefit of associations. Each year, many schools, as well as sports clubs and associations, rely on this offer to finance their projects while they raise awareness among their community of the importance of solidarity.

Initiatives: This is the partner of establishments for organizing fundraising.

Each entity has its own identity and its community. Also, each one deploys its strategy on different social media platforms: Instagram, Facebook, LinkedIn, X, TikTok, and YouTube.

A Social Media Strategy to Inspire the Community

The Initiatives social media teams, led by Sandy Loyan Raison, Digital Marketing Manager, and Charlotte Liger, Community Manager, are in charge of the digital strategy. Through their social networks, they aim to:

• Create an engaged community around the values of solidarity, sharing, and mutual aid (+10K followers on Instagram)
• Share behind-the-scenes of the company to generate engagement and show the daily life of the foundation
• Disseminate positive and inspiring messages to strengthen the company’s image

 

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A post shared by initiatives.fr (@initiatives.fr)

The success of their projects, particularly those carried out by Initiatives Coeur, is a key factor in their growing audience, reinforced by campaigns such as “1 like = €1”, which generate a wide echo and make it possible to spread the foundation’s mission.

Challenges of Community Management and Retargeting

Although Initiatives’ social media strategy is solid, the teams face operational challenges:

• Create diversified and engaging content. To capture the attention of different audiences, the teams have to use varied formats, such as graphic designs, videos, and testimonials.
• Publish frequently.  Maintain a high publication frequency to strengthen the visibility of the foundation and build a loyal community.
• Ensure exemplary responsiveness.  Respond quickly to messages and comments to offer a fluid and immediate customer experience.

“On social networks, it is sometimes more difficult for our customers to understand what we are selling,” explains Sandy.

• Maintain a consistent image.  Each publication must reflect the human and solidarity values of the company.
• Optimization of advertisements via retargeting.  Maximize the effectiveness of advertising campaigns by targeting users already engaged with the brand.
• Generate B2B membership.  Find creative ways to promote the positive impact of Initiatives services with schools, sports, and cultural establishments.

How Agorapulse Transformed the Daily Lives of Initiatives Employees

The collaboration with Agorapulse was initiated by Sandy, digital marketing manager at Initiatives since 2011. Previously, managing social networks was a constant challenge. Responding to private messages, monitoring comments, and ensuring competitive intelligence took a lot of time.

Sandy was looking for a way to centralize all these tasks and simplify management. After exploring several options, the team chose Agorapulse for its complete and affordable solution. This choice allowed the team to better organize tasks, gain responsiveness, and strengthen customer satisfaction.

Concrete Results, Thanks to Agorapulse

Reduced response time to 59 minutes instead of 2 hours

Before using Agorapulse, Sandy and her team tried to respond to customer messages within 2 hours.

“I think that when a customer chooses to contact us through this channel, it’s because they need an instant response.”

Today, thanks to task allocation and message centralization, the average response time is reduced to just 59 minutes. This increased responsiveness has directly improved customer satisfaction, strengthening engagement and loyalty.

Harmonization of publications for maximum visibility

The use of Agorapulse data has enabled Initiatives to readjust its strategy and publish the same content on Instagram and Facebook. This made it possible to maintain consistency in messages while responding to the visual preferences of the audience.

Result: Continuous growth in the number of subscribers and an increase in interactions.

Optimization of sponsored publications to gain visibility

All Initiatives posts are now boosted, a strategy that maximizes the impact of publications while avoiding the limitations of pure organic. This approach has contributed to increased reach and stronger engagement on platforms.

Agorapulse features that maximize customer satisfaction and engagement

Agorapulse has become an essential tool for Sandy and Charlotte. Among the most used features:

• Pre-recorded messages: Ideal for quickly responding to frequent requests
• Moderation automation: Smooth management of inboxes on all platforms
• Assignment of conversations: More efficient collaboration within the team
• Synchronization of comments: Centralization of interactions from advertisements on Facebook, Instagram, and LinkedIn
• Priority filters: Quick identification of urgent or strategic messages

Today, these missions, which once took several hours, are carried out in less than 20 minutes because of Agorapulse’s centralization of conversations.

“Our first reflex in the morning is always to process the inboxes on Agorapulse, it has become a routine for us.”

Agorapulse: Initiatives’ Choice for Optimized Management of Social Networks

To conclude, Sandy shares the strengths of Agorapulse:

• Responsive technical support, listening to users and educational resources accessible online to facilitate getting started
• Competitive quality/price ratio with access to essential functions: perfect for a structure like Initiatives
• Considerable time savings

“Before, I had to manually check each platform to make sure I didn’t miss anything. Today, everything is automated and centralized.”

Agorapulse has completely transformed the management of social networks at Initiatives. The tool has enabled the team to save time and to be more efficient, without sacrificing the link it has built with its community.

“Even if I only use 20% of the model, I couldn’t do without it.”

Ready to effortlessly manage your social media? Discover Agorapulse for free.