Case Study: RTL achieves faster, more transparent customer service with Spotler Engage

RTL - Customer Case Study

RTL, a major media company, underwent a digital transformation and needed a unified strategy to manage its online customer service for its Videoland platform. Their challenge was to effectively monitor social media, improve response times, and increase customer satisfaction. To address this, they turned to the vendor Spotler and implemented its Spotler Engage platform for media monitoring and webcare.

The solution from Spotler enabled RTL to provide transparent, fast customer service 365 days a year, handling approximately 6,000 monthly contacts. By integrating with InSocial, they implemented transactional NPS surveys to measure satisfaction and used narrowcasting to keep employees engaged. Spotler's technology also facilitated the use of chatbots, which now handle 18% of inquiries, dramatically improving response times and providing 24/7 accessibility for viewers.

RTL

Angela Muradin

Head of Customer Care