Case Study: a global leader in consumer electronics improves customer care and product innovation with Harte Hanks Social Intelligence

Putting social intelligence at the heart of customer care and product innovation

The global leader in consumer electronics faced challenges in proactively managing customer issues and incorporating feedback across its wide range of products. Solely relying on traditional support channels was costly and often identified problems too late. They partnered with Harte Hanks to leverage its Social Intelligence service to uncover and understand online consumer conversations about their products.

Harte Hanks implemented its Social Intelligence offering to monitor social channels and user forums, generating insightful reports for the client's teams. This solution enabled the company to identify and resolve issues faster, proactively improving customer experience and diverting thousands of inquiries from contact centers. Harte Hanks also provided vital feedback that helped the client’s teams fix bugs and make customer-focused decisions for new product development and innovation.