Rupert

The Background

Digital transformation has changed the way businesses operate and engage with their customers. The way in which companies respond to this can make a huge impact on their reputation and customer satisfaction.

Our client, Let’s Run Social, completed a survey and identified some interesting stats:

• 67% of consumers use social media to contact customer service
• 88% will not buy from a business if they see unanswered complaints on social media
• 64% of businesses say they don’t have the right solutions to meet today’s customer service expectations

The Challenge

For brands with large, active followings, monitoring and responding to comments across multiple social channels can be an overwhelming task. Many of these businesses have been manually managing their social media interactions in-house, which can lead to slow response times, missed opportunities, increased pressure on time and resource, and in some cases, negative brand PR.

There’s a gap for accessible solutions that help businesses to seamlessly manage online interactions, and enable companies to engage with clients in real-time.

Let’s Run Social partnered with Pragmatic Digital with the ask of creating an efficient and consistent long-term alternative to manual social media management.

Our Solution

An AI powered social media management tool

Combining creative thinking, digital innovation, smart software and artificial intelligence, we saw the potential to create an innovative social media management tool that could act as a 24/7 automated assistant for businesses.

From comment monitoring to suggesting AI-powered responses, Rupert has been created to handle both positive engagement and negative or harmful interactions in real time, ensuring that brands never miss an opportunity to interact with their customers.

Pragmatic Digital’s mission was to create a unified dashboard where users could monitor, segment, and manage interactions effectively, with tools for AI-generated replies and quarantine for harmful content. We build this using Laravel and ReactJS to deliver a robust backend paired with a responsive, dynamic front-end experience.

The platform offers:

Automated, real-time monitoring

• A centralised dashboard from which businesses can track and manage comments across multiple social media channels. It allows users to respond to customer interactions instantly, keeping response times short and engagement high.
• AI-generated reply suggestions: To save time and maintain brand consistency, Rupert suggests AI-powered responses for customer interactions, enabling social media teams to address queries quickly and keep a positive brand presence across their various channels.

Advanced moderation and segmentation tools

• Content moderation: Rupert automatically detects and flags harmful or inappropriate content. Problematic comments are quarantined to keep the brand’s pages clean and professional and allow users to review and address sensitive content separately.
• Segmentation and tagging: We implemented a tagging and segmentation system to allow businesses to categorise interactions by sentiment, content type, or engagement priority. This helps teams quickly identify and prioritise interactions and make sure valuable engagement opportunities are never missed.

Streamlined cross-channel management

• Unified social channels: With the Laravel backend, Rupert can integrate with all major social platforms, allowing users to view and manage interactions from a single dashboard. This cross-channel management saves businesses time and keeps their social media strategy coordinated and effective.
• Reporting and analytics: Rupert’s platform provides reporting tools that allow businesses to analyse interaction trends, engagement rates, and moderation statistics. These insights can create better-informed social media strategies and help businesses measure the impact of their engagement efforts.

The Result

A game changer for social media engagement

Since its launch, Rupert has made a significant impact on how brands are engaging with customers online, especially for businesses with high volumes of social traffic. The client has reported:

• Higher engagement as Rupert’s automated reply suggestions and segmentation tools have led to faster, more consistent responses, boosting customer satisfaction and overall engagement rates.
• Less negativity as a result of the quarantine feature that has reduced the visibility of harmful or inappropriate comments, preserving brand image and making it easier for teams to manage difficult interactions.
• Better team efficiency as a result of the automation and centralisation of social media interactions. This has enabled businesses to spend more time focusing on high-value strategy and other aspects of their role.
• Reduced response time: Clients using Rupert have seen a reduction in their average response time to customers of around 86.7%.

In Summary

The vision for Rupert was to revolutionise the way businesses engage with customers through their comments on social media, empowering them to provide the best possible customer service and increase advocacy – and this is exactly what it’s done.

At Pragmatic Digital, we’re ecstatic about Rupert’s success so far. It has evolved into a dynamic assistant that enables brands to easily monitor, engage, and manage social media interactions. It’s already helping businesses of all sizes maintain a strong, positive online presence without missing a beat, and it’s quickly becoming an invaluable tool that drives engagement and efficiency for brands everywhere.