CUSTOMER STORY
STIHL engages with millions of fans
STIHL reaches millions of people through their community-driven engagement and timely responses to grow brand love, connect with those seeking support, and so much more.
EXECUTIVE SUMMARY
The name STIHL is synonymous with power tools. The company produces the #1 selling brand of chainsaws worldwide and offers a full line of other outdoor equipment. Through its social media presence, STIHL reaches over four million followers. As STIHL customers joined popular new platforms like TikTok, the company wanted to provide consistent service experiences across every channel.
STIHL’s social media marketing team needed a way to automate workflows and moderate channels efficiently, so it could respond to every customer service comment within one business day. Since partnering with Khoros to gain timely visibility into all of its social media engagement, STIHL has met its one-day response goal 97% of the time.
“STIHL is a company built on commitments to craftsmanship and those who use our products. Providing a seamless service experience to customers seeking answers helps us live up to our commitments and build a brand customers can count on.”
– Les Robinson, Social Media Marketing at STIHL Incorporated
