Case Study: a leading global media & entertainment company delivers a seamless fan experience with Harte Hanks

Leading Global Media & Entertainment Company boosts CSAT to 92.9% with Harte Hanks

Harte Hanks partnered with a leading global media and entertainment company to provide customer support for the premiere of a highly anticipated television series. The client's challenge was to rapidly scale operations to handle a massive surge in support volume while protecting the fan experience and bringing empathy to every customer interaction during this global event.

The solution implemented by Harte Hanks involved a rapid scale-up of over 100 new employees supported by AI-driven language tools. This approach resulted in a customer satisfaction (CSAT) score of 92.9% across all channels and identified over $1.3 million in potential annual savings for the client. Harte Hanks successfully cleared support queues in under 30 minutes during peak demand, turning the high-pressure launch into a story of measurable success.