Case Study: WeChat achieves 1,500% faster first responses and rapid follower growth with Sprinklr

How a Global Computer Leader Embraced China’s Customer Care Channel of Choice

A global computer leader was inundated with customer inquiries—about 80% of its incoming messages came from China—putting strain on fragmented support channels. With WeChat the dominant digital platform in China, the company needed a modern, scalable way to meet high-volume, localized customer care demand.

The company partnered with Sprinklr to centralize support on WeChat, unifying chat, CRM, automation and agent workflows, adding QR-code access and chatbots to streamline service. The shift grew its WeChat follower base from 132.2k to 321.4k, doubled customer care headcount, decreased First Response SLA times by 1,500%, and improved case ownership and response speed.

WeChat