Clarabridge Engage Helps SharkNinja Enhance the Customer Experience

banner
View Full Case Study
Tags:
agent efficiency
Customer Engagement
visibility

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
Sky Spain Informs Content Planning with Customer Feedback

CHALLENGE As a provider of live television and on-demand streaming, Sky Spain must operate as a content-driven entity to meet customer expectations and provide value in a competitive marke...

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

CHALLENGE Belgian railway infrastructure manager Infrabel began using Clarabridge Engage to determine how customers were using digital platforms to express their views of the company in 20...

Learn More
banner
Clarabridge Helps Check Into Cash Proactively Avoid Compliance Violations

CHALLENGE As part of the financial services industry, Check Into Cash must adhere to strict compliance regulations when providing customer service. The need to monitor customer interaction...

Learn More
banner
Brighton & Hove Buses Steps Up Digital Service During Snowstorm Crisis

CHALLENGE Brighton & Hove Buses, a bus services operator in southern England, receives a constant stream of questions and comments via social channels, email, and letters every day. In...

Learn More

Request a Demo