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hhgregg is a US-based retailer offering appliances, electronics, and furniture. Founded in 1955, the company now has over 220 stores across the US. They have been named as one of Internet Retailer’s top 500 fastest growing retail e-commerce sites and also rated highest in Customer Satisfaction among the Largest Appliance Retailers in 2014 by J.D. Power.

Industry: Retailer

hhgregg’s Social Customer Service Program Improves Call Response Times by 250%

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hhgregg

hhgregg struggled with using an external agency to manage the brand’s social channels and customer conversations.

hhgregg was using an external agency to manage the brand’s social channels and customer conversations. As feedback volumes grew, hhgregg needed a central hub where they could access all of their customer conversation history without having to scroll through individual email threads from the agency.

Clarabridge

Solution

After evaluating 6 different tools, hhgregg chose CX Social to act as the central hub within their social customer service program. The team uses CX Social for community management, content management, reporting, and social listening.

Results

With Engagor, hhgregg has been able to improve their customer response times by 250%. hhgregg is also able to conduct competitive analysis, benchmark results, improve internal training programs, better allocate internal resources, and improve their delivery and warranty services.