Case study: Customer Support Personalization for a Global Consumer Electronics Company

About the Client

The client is a US headquartered global technology company that develops hardware, software (OS), and mobile devices.

Business Context

The client hosted an online community of unassisted support pages. Surveys were executed on these pages to better understand customer sentiment. The objective was to enable the client understand better customer sentiment through unassisted channel and Provide seamless quality service regardless of the way the consumers interacted.

BRIDGEi2i Solution

BRIDGEi2i partnered with the client to enable a seamless customer service experience & an improved CSAT. BRIDGEi2i deployed a 360-degree Customer Experience Watch Tower to deliver real-time customer insights. The Watch Tower identified customer pain points, provided personalized recommendations and propelled an increased usage of unassisted support channel leading to an improved CSAT.

  • BRIDGEi2i integrated customer demographic data with survey responses.
  • Determined the link between customer score and feedback.
  • Mapped the results with click-stream data to understand customer segmentation. It helped in creating document structure on the online platform, and product identification for information extraction.

BRIDGEi2i’s AI labs developed the Topic Modeling algorithm for Text Categorization based on “Customer Response”. Data experts performed text analytics on customer feedback data to identify the purpose of visit and associated browsing behaviour to purpose of visits and customer satisfaction to identify key patterns. Data scientists also performed multivariate key driver analysis for CSAT. This provided actionable recommendations to improve CSAT.

BRIDGEi2i’s consulting team and seasoned experts from AI labs deployed the Customer Experience Watch Tower solution, an automated Intelligent dashboard identifying areas of concern for improving CSAT.

Business Impact

8% increase in CSAT of unassisted support channel

increase in CSAT