Case Study: Global Consumer Electronics Giant improves CSAT with BRIDGEi2i Analytics Solutions

Improving the Customer Experience of Unassisted Support Channels for a Global Electronics Giant

Global Consumer Electronics Giant, a global consumer electronics market leader, wanted to improve customer support efficiency by diverting traffic from assisted support channels to unassisted online support while enhancing the overall customer experience across its product portfolio. BRIDGEi2i Analytics Solutions helped address this challenge with a 360-degree Customer Experience Watch Tower and related analytics capabilities.

BRIDGEi2i Analytics Solutions deployed an automated customer experience watchtower using exploratory analysis, web analytics, and NLP to identify CSAT drivers and send proactive alerts for corrective action. The solution integrated data from Omniture, clickstream, Jive, surveys, and social media, and used topic modeling and anomaly detection to flag customer pain points; the result was an 8% improvement in CSAT scores, along with a more seamless unassisted support experience and easier-to-use interactive metrics dashboards.