icuc.social

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Overview

$10,000+

Min Project Size

$50 - $99/hr

Avg Hourly Rate

250 - 999

Employees

2002

Year Founded

ABOUT ICUC.SOCIAL

Your Solution to Online Community Management.

ICUC is a company that offers social media management services, including content moderation, community management, and social listening. With a team of more than 400 multilingual experts, ICUC delivers social customer care solutions to numerous leading global clients around the clock throughout the year. Whether collaborating as an agency partner or engaging directly with brands, ICUC enhances the experiences of some of the world's largest companies.

Languages Spoken

EnglishFrench

HIGHLIGHTS

$10,000+

Min Project Size

$50 - $99/hr

Avg Hourly Rate

250 - 999

Employees

2002

Year Founded

Services

Focus

Industries

Clients

Services Provided

7% Digital Strategy

20% Social Media Marketing

7% Content Marketing Strategy

33% Content Moderation Services

33% Customer Support Outsourcing

About the Team

OUR STORY

ICUC is a premier social media agency dedicated to nurturing and growing brand communities across all platforms. With over 20 years of experience, they offer expert community management, social media strategy, and real-time engagement services, ensuring brands connect authentically with customers worldwide. Operating in more than 52 languages and supporting over 200 companies globally, ICUC integrates advanced technology like AI and chatbots, while emphasizing human interaction to foster trust and loyalty. Their global, multilingual teams vigilantly monitor digital conversations 24/7 to safeguard brand reputation and optimize social media presence. Recognized as industry leaders, ICUC partners closely with brands as an extension of their team to deliver scalable, results-driven social media solutions tailored to each client’s needs.

Portfolio

How Mattress Firm teamed up with ICUC

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For the past 90 years, Mattress Firm and its affiliated companies have been helping Americans achieve better sleep. In light of a nationwide struggle with sleep quality, they are dedicated to improving people's rest by helping them find the perfect mattress and connecting them with sleep specialists. Mattress Firm approached ICUC for strategic guidance on mobilizing a community for their "junk sleep" campaign, addressing the broader issues linked to the widespread sleep crisis. They sought targeted social media strategies to effectively promote this transition online and collaborated with ICUC and Chili’s to develop and execute a campaign that aligned with the occasion. The initiative aimed to grow their follower base across all platforms, strengthen brand loyalty within the community, and boost monthly engagement rates. ICUC established specific objectives for the April Fool’s Day campaign to align business goals effectively.

Helping Shokz Improve Customer Sentiment

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Founded in 2011, Shokz, a leading retailer of bone conduction technology, experienced significant growth, achieving a 55% year-over-year increase in sales in 2019 alone. When they relocated their headquarters to Austin, Texas, in 2020, they recognized the need for a reliable agency partner to help them expand. The pandemic posed additional challenges, as Shokz faced rising negative customer feedback online and slower response times. Their internal teams were not equipped for large-scale customer service and insights. To tackle these issues, they collaborated with ICUC. Within just one year, the partnership led to notable improvements in customer sentiment, reducing their response time from five hours to two and increasing engagement by 10,000 items.

How Boston Pizza Improved Guest Experiences

Unknown

As Canada's leading casual dining brand, Boston Pizza has been serving communities across the country through over 400 franchises since its first establishment in Edmonton, Alberta, in 1964. With more than 40 million guests served annually, the company recognized a growing gap between its in-person customer interactions and those online, which was further exacerbated by the rise of social media. The situation intensified when the COVID-19 pandemic forced Boston Pizza to significantly alter its business model, challenging an already fragmented communication structure with customers. During this period, Boston Pizza turned to its trusted partner, ICUC, a 24/7 community management agency, to ensure consistent, reliable, and quick communication with customers. This was a difficult challenge, given the complexities of managing 400 franchises, each with its own website, amid a rapidly evolving pandemic. The two teams collaborated to establish new service level agreements (SLAs) that allowed Boston Pizza's internal team to refocus their efforts on other areas of the business. This partnership not only brought relief and time savings but also improved overall performance. Prior to working with ICUC, Boston Pizza had a response rate of only 3% and an average rating of 3.3 out of 5. Since partnering with icuc.social, their response rate has soared to 99%, and their average rating has improved to 4 out of 5, along with an additional 20,000 reviews.