The Challenge

A major streaming provider of sporting events needed support to engage with customers in the channel of their choice and to maintain a sizeable social media presence. In this always-on world, they were looking to interact with customers along all points of their journey in any form they wished.

The client searched for one customer service group who could provide multi-channel customer support while maintaining service levels:

  • Support Channels: voice, email, chat/SMS, social media, and app review
  • Monitoring and responding to 30 Twitter handles

Our Insights

To efficiently manage fan feedback and communication from all channels, Harte Hanks hired and trained 100 agents to support day-to-day volumes and the large volume spikes that routinely occur with high-profile games, events, outages, and tech issues.

Our Approach

Proactive, honest, and frequent communication wins the day.

  • An omni-channel response approach allows fans to interact with agents in: chat/SMS, email, or voice.
  • Our agents responded to fan posts on social media using AI technology from Sprinklr®
  • The Quid platform enabled us to provide fans with immediate conversational AI SMS/Chat responses
  • Call forecasting and continuous review of call volumes enables appropriate staffing levels to handle fluctuating volumes
  • Social channels: Twitter, Reddit, Facebook and app reviews are monitored and responses sent when appropriate

The Results

  • The Harte Hanks team has surpassed channel service levels.
  • Our client’s social presence has improved significantly now that all 30 Twitter handles are being monitored