Case Study: Shokz achieves improved customer sentiment and 50% faster response times with ICUC social media moderation

How Shokz Improved Customer Sentiment by Outsourcing Social Media Moderation

Shokz, the leader in bone-conduction headphones (formerly AfterShokz), was encountering a surge in customer feedback after rapid growth and a North American HQ move, with peak pressures during Cyber Monday, Black Friday and the COVID-19 crisis. Needing faster, scalable customer care and better sentiment tracking, Shokz outsourced social media moderation and community management to ICUC.

ICUC provided an “always-on” global team of content specialists, integrated social listening and marketplace consulting, and consolidated Shokz training documents into a unified protocol. As a result, ICUC helped cut average response time by 50% (from about 5 hours to half), drove a 10,000-item year‑over‑year increase in engagements, and maintained positive or neutral customer sentiment every month of 2021.

Shokz

Colin Greenseich

Social Media & Influencer Manager