Case Study: hhgregg achieves 250% faster customer response times with CX Social

Hhgregg’s Social Customer Service Program Improves Call Response Times by 250%

hhgregg, a US-based retailer of appliances, electronics, and furniture, needed a more scalable way to manage growing volumes of social customer conversations. Previously relying on an external agency and scattered email threads, hhgregg wanted a central hub for conversation history and better ownership of customer care. CX Social, then known as Engagor in the case study, was selected to support its social customer service program.

CX Social implemented a central platform for community management, content management, reporting, and social listening across channels like Facebook, Twitter, Instagram, and YouTube. With this solution, hhgregg improved customer response times by 250%, filtered out non-actionable posts, and gained better reporting, competitive analysis, resource allocation, and internal training capabilities.

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