Clarabridge Engage Helps SharkNinja Enhance the Customer Experience

banner
View Full Case Study
Tags:
Clarabridge Engage
Digital Customer Service
Social Media
Consumer Goods
Social Customer Service

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
icon

“Clarabridge 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), Shark Ninja

Related Resources

banner
KitchenAid Improves Speed of Response, Driving 85% Growth in Social Engagement

An overview of the ways KitchenAid used Clarabridge to improve response times and drive 85% growth in social engagement.

Learn More
banner
ADP Embraces Service Approach to Social Media Engagement

An overview of the ways ADP used Clarabridge to facilitate communication with its customers, increase satisfaction, transform its digital experience and understand the impact of its social presence as a B2B company.

Learn More
banner
Sky Spain Informs Content Planning with Customer Feedback

An overview of the ways Sky Spain used Clarabridge to map the customer journey, analyze consumer content preferences and compare customer conversations to their watching behavior.

Learn More
banner
Infrabel Invests in Specialized Digital Care to Increase Brand Visibility

An overview of the ways Infrabel used Clarabridge to connect with constituents and apply digital customer care in the transportation industry.

Learn More

Request a Demo