Case Study: Groupon protects its brand and boosts engagement with Sprinklr

How Groupon reimagined customer engagement to stay agile and protect its brand during the pandemic and beyond

Groupon, the deal and experiences marketplace, needed a way to keep marketing agile and protect its brand during the pandemic as customer sentiment, reopening rules, and deal usage changed rapidly. The company worked with Sprinklr, using Sprinklr Insights social listening and the Unified-CXM platform to gather real-time data, monitor brand mentions, and better understand customer and merchant reactions.

With Sprinklr, Groupon built a unified view of insights that helped teams craft timely, reputation-safe messages, target promotions by location, and share feedback across the organization. The approach delivered measurable gains, including a 300% increase in brand mentions for Groupon Day, a 60% higher Facebook engagement rate for its “Party Like a Player” campaign, and a 40% higher Instagram engagement rate, while also guiding future partnership focus in areas like health, beauty, and wellness.

Groupon

Tricia Higgins

Head of Global Social Media Operations