Case Study: Samsung Australia achieves personalized TV recommendations and 4x lower cost-per-lead with Twitter

How Samsung delivered personalized TV recommendations and generated more leads

Samsung Australia wanted to simplify in‑store consultations and help shoppers choose the right TV from a wide range of models, sizes and display technologies. Customers found it hard to compare options, so Samsung aimed to create a digital experience that matched buyers with suitable TVs and drove more qualified leads to stores.

Using Twitter’s Direct Message Card and audience targeting, Samsung built a chatbot that guided users through a short set of questions about viewing habits, room size and preferences, then delivered personalized TV recommendations and next steps. The campaign achieved an 89% completion rate, averaged 1:31 in engagement time, generated more qualified leads, and cut cost per lead to one quarter of what search delivered.

Samsung