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10th Annual Shorty Awards Categories

Entries for the Shorty Awards are open now! Official categories listed below.
The early entry deadline is November 30, 2017

The Shorty Awards honor the talented agencies, brands, and industry leaders behind the best and most innovative work on social media channels, campaigns, websites and applications.

From the 9th Annual Shorty Awards

Best in Class Social Customer care

Entered in Customer Service

About this entry

Bimbo Bakeries USA is the world's largest baking company. We handle social media for national and regional brands such as Entenmann's, Thomas', Sara Lee Bread, Sara Lee Snacks, Boboli, Arnold, Brownberry, Oroweat, Sandwich Thins, Goodbye Gluten, Little Bites, Grandma Sycamore, Beefsteak, Mrs. Baird's, Stroehmann, Freihofer's, Nature's Harvest, San Luis Sourdough and Eureka!

Social Customer Care at Bimbo Bakeries USA means going above and beyond for our social consumers/fans. We have created a consumer-centered, best in class approach by responding promptly to our consumers every day including weekends, holidays - 365 days a year.


Why does this entry deserve to win?

We have established a program in which there is constant communication between the Call Center and the Social Customer Care team. The Social Customer Care team notifies the Call Center of potential social consumers who will be contacting them through the 800 number or who need to be contacted. Dedicated Call Center Representatives personally reach out to all social consumers who have an issue or question. Weekly in-person meetings are held with the Call Center Representatives and Social Customer Care team to discuss consumer complaints, requests, marketing campaigns, new product launches, trending topics, etc.

Further, each social site has its own unique voice. Our Social Customer Care team creatively engage with fans with this voice depending on which brand the consumer contacts. When visiting our pages, fans will often find a bit humor injected into the comments.

Another aspect that sets us apart is that we give the fans a choice. They can choose to have us call them when convenient or we provide our Call Center Hotline so we can address all quality issues. Our designated Call Center Representatives make Social Media quality issues their number one priority.


Results

Our response times from 2016 show that Customer Care is at the forefront of our Social Media platforms.

These numbers further demonstrate that we have the most responsive, cohesive Social Customer Care team in the Consumer Packaged Goods Industry.

Some of our brands won the Socially Devoted Award given by Social Bakers in the most recent quarter (Q4 of 2016). Our Social Customer Care Team achieved a 100% Response Rate for the two brands that qualified for the Socially Devoted Award, Thomas' and Entenmann's Brands

Produced by

Bimbo Bakeries USA

Entry Credits

About the Shorty Awards

The Shorty Awards honor the best of social media.

Millions of people participate in The Shortys to recognize individuals and organizations producing great content on Twitter, Facebook, Tumblr, YouTube, Snapchat, Instagram, YouNow, Musical.ly, and the rest of the social web.

The 10th Annual Shorty Awards will be held in April 2018 in NYC.