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Combining text analytics with their customer experience management program, Acer expanded the scope of their Insights Team to support a more global organization.

Industry: Technology

Acer America, a regional division of Acer Computers, is a multi-brand provider of personal computer products, peripherals and accessories and is the fourth largest PC provider in the world, #2 in global notebook sales.

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Acer

Acer wanted a deeper understanding of customer challenges and issues, beyond defects and replacements.

Acer was analyzing customer feedback data to monitor product issues such as hardware failures. They wanted to expand their analysis to gain a deeper understanding of customer challenges and issues, beyond defects and replacements. To do this, they needed to gather more feedback from different channels.

As Acer expanded their data set to include online and chat support, their Insights Team looked to adopt a solution that would account for efficiency and value, as well as accuracy and time required for analysis.

Clarabridge

Solution

Acer worked with Clarabridge to develop an automated approach for categorizing unstructured text and pairing it with other forms of customer insight. This involved analyzing data from multiple customer touch points, such as social media, product reviews, chat, emails, surveys, and agent case notes, all within a single solution.

Results

By using text analytics and expanding their data pool, Acer was able to identify customer insights faster and more efficiently than ever before. As a result, Acer’s Insights Team now supports a more global organization, expanding their scope and responsibility.