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

View Full Case Study
Clarabridge Engage
Digital Customer Service
Social Media
Consumer Goods
Social Media Engagement
Social Media Management


Social media at KitchenAid, the highly respected countertop appliance brand, was originally intended to encourage consumer engagement. Over time, however, customers started using the company’s social media channels to convey technical support requests. KitchenAid wanted to implement a solution that would unify and improve social media management, accelerate speed and quality of responses to customers, and deliver customer insights.


In Clarabridge Engage, KitchenAid found a unified social media management and analytics solution. Clarabridge Engage provides social listening, assists in rapid social media engagement, and empowers teams across multiple departments. KitchenAid’s social care team, once an isolated entity, now operates in coordination with other departments, and dashboards provide information related to customer interactions and emerging trends in customer feedback. Clarabridge Engage is also providing KitchenAid with actionable insights related to product design, staffing needs, and global expansion.


  • 85% growth in engagement across Facebook, Twitter, and Instagram
  • 90% increase in social media fan base, resulting in a 143% increase in social interactions
  • Greater insight into customer needs, which informs product design and product development
  • Access to data about customer feedback patterns to ensure adequate staffing of customer service representatives

“With Clarabridge Engage we can be faster with our product development team and tell them ‘this is what the market needs’ or ‘consumers are looking for this’ and then go ahead and do it.”    

David Moreno, Social Media Manager, KitchenAid

Related Resources

Clarabridge Engage Helps SharkNinja Maintain a Superior Customer Experience

Learn how SharkNinja uses Clarabridge to maintain a superior customer experience, inform product development, and promote efficiency in the contact center.

Learn More
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
Clarabridge Helps Check Into Cash Proactively Avoid Compliance Violations

An overview of how Check Into Cash monitored customer complaints and managed compliance violations using Clarabridge customer feedback analytics.

Learn More
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

Request a Demo