ABOUT ACER: 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.
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.
THE NEED: 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.
THE CLARABRIDGE SOLUTION: Combining text analytics with their customer experience management program, Acer expanded the scope of their Insights Team to support a more global organization.