Clarabridge Engage 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
“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.”
Related Resources
Optum Finds Granular Insights in Call Data
Learn how Optum is using Clarabridge to go beyond survey analysis and leverage findings in the contact center to create a better member experience.
Learn More
Frontier Airlines Changes Approach to Customer Care
Learn how Frontier Airlines is using Clarabridge to change the way it approaches customer care through improved agent efficient and response times.
Learn More
Vera Bradley Reduces Response Times and Boosts Social Customer Service
Learn how Vera Bradley is using Clarabridge to improve social customer service, increase efficiency in the contact center, and help every employee understand how they impact the customer experience.
Learn More
LogMeIn Finds Major Cost Savings in the Contact Center
Learn how LogMeIn is using Clarabridge to leverage omnichannel insights and reduce contact center costs.
Learn More
