XM Knowledge Base
How digital customer service and social listening helps SharkNinja enhance the customer experience
Challenge:
SharkNinja, a leader in the housewares industry, had little visibility into agent activity and performance, a poor understanding of agent training needs, and minimal insight into customer engagement.
Solution:
With its easy-to-navigate interface, user-friendly dashboards, and capacity to support multiple languages, Clarabridge Engage was a clear choice for SharkNinja. The ability to extract deep insights, listen to and analyze posts, respond to customers in a timely manner, and disseminate insights easily between teams and stakeholders has been extremely beneficial. With Clarabridge Engage, SharkNinja can now analyze agent activity and better understand customer concerns, allowing the company to improve its products and quality of care.
Success highlights:
- Successful launch of a dedicated care line that has reduced average handle time by 15%
- Significant savings on operational costs by bettering agent benchmarking, activity, and staffing
- Better dissemination and communication of insights to stakeholders and teams such as legal, product, and quality
View the case studyClarabridge Engage is my go-to tool! It shines and separates itself from other competitors with its robust capabilities, ease of use, and incredibly deep insights that are concise, organized, and actionable. It is an extremely valuable solution for me, the team, and the company as a whole.
– Jacques Abecassis, Social Media Community Coordinator (North America), SharkNinja