Global Consumer Electronics Manufacturer Becomes Leader in Social Support

May 10, 2016

A large consumer electronics manufacturer was caught off guard by a customer complaint that went viral on social media. While responding to this trending issue, the company realized it should have a more strategic presence in social communities. To prevent similar issues in the future — and to improve the overall customer experience — the manufacturer decided to proactively seek out and engage customers in the social sphere, addressing their concerns in real time, in the channel of their choice.