Case Study: a large consumer electronics manufacturer achieves real-time social customer support with Harte Hanks

Global consumer electronics manufacturer becomes leader in social support

Harte Hanks partnered with a large consumer electronics manufacturer that needed to strategically manage its social media presence after a viral customer complaint. The challenge was to monitor social sentiment in real time, proactively engage with customers discussing the brand online, and identify emerging support issues to improve all customer support channels.

Harte Hanks implemented a comprehensive social support program that included a social audit, influencer identification, and 24/7 monitoring by a dedicated team. The solution managed over 14,000 monthly interactions, delivering a 93% social CSAT score, a 95% first-contact resolution rate, and a 69% call deflection rate. This significantly improved customer satisfaction and provided valuable insights for product support, leading the client to expand the program with additional services like video chat.