Challenge 

A global technology company’s customer experience engineering team supports a wide range of products across social and community channels. Their mission is to improve customer experience by meeting users where they are, providing timely assistance and ensuring customer feedback informs product development.

Previously, the team relied on manual processes to monitor conversations across more than 15 channels. This made it difficult to extract meaningful insights, track sentiment or respond quickly to emerging issues. Without a unified view, valuable feedback was often delayed or lost, limiting the team’s ability to influence product decisions or proactively support customers.

"We needed a way to bring the customer’s voice into engineering conversations and consistently highlight the importance of security in the overall experience," says the product manager leading the initiative.

Solution 

To streamline operations and amplify customer feedback, the team implemented Sprinklr Social and Sprinklr Insights. This solution enabled them to consolidate social media management, sentiment analysis and customer engagement onto one unified platform.

Key strategies include:

• Centralized social engagement: The team launched dedicated support handles to meet customers on their preferred platforms, providing timely updates and assistance.
• Real-time sentiment dashboards: Feedback across products is now analyzed and visualized, allowing product and UX teams to monitor reactions and identify areas for improvement.
• Rapid issue resolution: Tags and workflows in Sprinklr now help the team quickly identify solvable issues and escalate others to engineering, reducing time to resolution.
• Proactive content creation: Insights from social listening informs blog posts and supports content, helping customers troubleshoot common issues and stay informed.
• Cross-team collaboration: The unified approach fosters stronger alignment between support, engineering and product teams, elevating the role of customer feedback in strategic decisions.

"Having immediate access to someone who can resolve an issue resonates deeply with customers, especially when it exceeds their expectations," says the product manager. 

Outcome 

The team significantly reduced support case volume by resolving issues directly on social channels. Time to mitigate and escalate dropped, with many problems addressed within a day. These improvements have boosted customer satisfaction and trust in the company’s products.

During a recent major third-party outage, the team’s responsiveness proved critical. They published real-time guidance, monitored feedback and relayed insights to engineering, helping accelerate resolution and reassure affected users. Their blog content reached hundreds of thousands of views, reinforcing the company’s commitment to customer care.

"Reaching out to a tech company, even a global one, doesn’t have to feel cold or corporate," said the product manager. "We don’t see our users as just customers; they’re people who want to be understood."