CASE STUDY

How a Major Consumer Electronics Brand Elevated its Social Media CX

A household consumer electronics company addressed an increase in its social media volumes, an upward trend in negative sentiment, and more with VXI’s legendary social media CX solution.

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When a major appliance and consumer electronics brand needed to build, scale, and maintain high-quality, memorable customer experiences, it partnered with VXI. Our onshore and offshore experts collaborated to integrate systems and teams, transition manual workflows to AI-powered and automated processes, identify new revenue opportunities, and streamline the client’s social media practice into an insights-driven consumer engagement hub for brand advocacy.

In managing growing volumes and responding swiftly to customer conversations, we amplified the positive, improved throughput and resolution rates, reduced costs, established a scalable incubation center, and much more.

Key takeaways for CX leaders:

AI filters noise:

To improve response times and quality, reduce manual workflows with an AI-powered, social SaaS.
Metrics beyond marketing:

Social listening and analytics minimize reputation-damaging issues.
Marketing-contact center integration is key:

Both may be missing out on amplification and loyalty wins.
Pivot with less risk:

Respond to changes in the social media landscape with a social incubation hub.

CASE STUDY

How a Major Consumer Electronics Brand Elevated its Social Media CX

Key takeaways for CX leaders:

AI filters noise:

Metrics beyond marketing:

Marketing-contact center integration is key:

Pivot with less risk:

Download the Case Study

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