Case study: How uSwitch powered up their social customer care

16 May 2018 by Anita Matthews

Case study - uSwitch cover

uSwitch is a UK online and telephone comparison and switching service that helps customers compare prices on a range of products and services, helping them take advantage of the best possible prices and services. That customer-first expectation also extends to their customer service channels where they seek to deliver the best experience possible.

In 2017 uSwitch implemented Sentiment’s powerful social engagement tool, to help them take their social customer care to the next level. uSwitch wanted to deliver the best possible social experience to customers, streamline internal operations, as well as improve the visibility of social data.

Sentiment dash

Read the case study to discover how uSwitch uses the Sentiment app to:

  • - Improve social media response times by 2709%
  • - Increase the number of replies sent by 1385%
  • - Manage an increase in social volume of 511% with same team size
  • - Increase number of customer replies achieved within SLA by 463%

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Tags: case study, digital customer service