Case Study: Entertainment and Media Company reduces issue resolution time by 65% with Wipro Social Media Analytics

Entertainment and Media Company - Customer Case Study

The entertainment and media company, a provider of streaming applications, faced challenges in understanding customer sentiment for a new service launch. They lacked insights from real customer feedback to improve promotions, engage with users, and address their long response time for resolving issues. Wipro implemented a social media analytics solution to provide these critical insights.

Wipro’s solution utilized an in-house Text Analytics Engine and a Taxonomy Generator to categorize and structure social media data, performing buzz, launch, and campaign analysis. This enabled the client to reduce their issue resolution response time by 65%, successfully expand into three new European countries, and better segment customers for targeted promotional activities.