case study…
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1. the challenge
For MedTech brands, social media presents both an opportunity and a risk. While patients and providers increasingly turn to social for education and support, strict regulations and limited internal bandwidth often leave brands hesitant to engage—resulting in missed connections, unmanaged sentiment, and gaps in patient trust.
Client
Industry
Services
2. our approach
The Smarty Customer Experience team partners with clients to build compliant, community-driven social strategies that turn platforms into trusted touchpoints. We design and manage end-to-end customer experience programs that support patients, empower providers, and protect brand reputation—shaping conversations, building trust, and helping brands show up smarter at every interaction.
Key Tactics:
Always-On Community Management: Fast, accurate responses across social platforms to support both patients and providers, turning inquiries into advocacy.
Scalable CX Support for Product Launches: Support for major campaign moments—like product launches, global events, and influencer activations—with CX-driven content and on-site moderation.
Crisis & Compliance Strategy: HIPAA- and FDA-compliant response libraries, escalation workflows, and adverse event protocols to ensure safe and effective engagement.
Sentiment Monitoring & Reputation Management: Leverage social listening tools to identify misinformation, flag emerging concerns, and guide community strategy with data.
Influencer & UGC Moderation: Moderate and manage community interaction on influencer content and source compliant user-generated content to amplify brand storytelling.
3. the impact
1M+
social mentions monitored annually
24/7
CX coverage for brands
90%+
positive brand sentiment
✓ Backed by 150K+ proactive engagements with personalized, compliant, and timely CX touchpoints
✓ With the capability to scale across regions to support patients and providers in real time
✓ Consistently exceeding industry benchmarks by combatting misinformation and improving perception in high-sensitivity healthcare categories
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