Viação Ideal social media customer service has undergone a remarkable transformation, delivering faster responses, fewer negative mentions, and stronger customer loyalty. In this success story, you’ll discover how the urban transportation company partnered with Buzzmonitor to centralize interactions, monitor sentiment, and achieve measurable growth in engagement and followers.
The Challenge
Viação Ideal, a leading urban transportation company in Rio de Janeiro, was facing a growing challenge: how to handle an increasing volume of customer interactions on social media with speed, consistency, and quality.
During the pandemic, the number of complaints surged, making it clear that the company needed to:
- Monitor brand perception more closely.
- Respond to customers faster and more effectively.
- Organize interactions in a central hub for better efficiency.
Outlab, the agency managing Viação Ideal’s online community, set out to find a robust solution that could streamline operations. As Clara from Outlab’s marketing team explains:
“Our biggest challenge was increasing response speed and tracking the quality of interactions over time. We needed a powerful tool to monitor the brand’s relationship with customers and the community.”
Before Buzzmonitor, filtering and categorizing complaints was a manual process—especially during crisis moments—limiting the ability to respond quickly and consistently across channels like X (formerly Twitter) and Instagram.
The Solution – Centralizing Customer Service with Buzzmonitor
In November 2022, Outlab implemented Buzzmonitor’s Ticketing System for Viação Ideal, centralizing all customer interactions in one platform. This change transformed the way the team managed conversations:
- Unified Interaction History – All messages from the same customer, regardless of channel, were grouped into a single conversation, ensuring no information was lost.
- Sentiment Tracking & Automated Reporting – Buzzmonitor’s analytics measured customer sentiment, highlighted the most active users, and monitored team productivity. Automated reports gave full visibility into complaint volumes and the impact of each interaction.
- Custom Triggers & Dashboards – Automated alerts flagged urgent interactions, while personalized dashboards provided a real-time overview of KPIs and customer satisfaction.
The Results
1. Faster Responses & Happier Customers on X
Negative mentions on X dropped from 50% to 18% within just a few months. This was achieved by creating standardized responses for common inquiries and delivering faster, more consistent service—reducing frustration and boosting loyalty.
2. Clearer Insights & Positive Brand Positioning on Instagram
Analysis revealed that only 15% of Instagram interactions were negative. This allowed the team to redirect issues internally and focus content on storytelling—highlighting employees, local initiatives, and brand values.
3. Remarkable Growth in Engagement & Followers
By improving the service experience and refining communication strategies, Viação Ideal achieved a 300% increase in Instagram followers within the first three months of using Buzzmonitor. Community engagement also saw a significant boost.
The Impact
The partnership with Buzzmonitor has empowered Viação Ideal to:
Manage high volumes of interactions with greater efficiency.
Gain actionable insights through real-time analytics.
Strengthen customer trust and brand reputation.
This success story shows that with the right technology, it’s possible to turn customer service into a powerful driver of loyalty and brand growth.
Ready to transform your customer service?
Talk to one of our specialists today and discover how Buzzmonitor can help your brand deliver faster, smarter, and more impactful service on social media.
