Case Study

Improved social media customer care and community engagement.

A leading entertainment company that specializes in music, video, and podcast streaming.

Case study - A leading entertainment company that specializes in music, video, and podcast streaming
Industry
Technology
Services
Digital Transformation
Customer Engagement Transformation

The Problem

After launching its global music streaming services in 2011, our client faced increasing pressure from its young consumer base to provide 24/7 customer support. Leveraging Sutherland for its expertise in providing high touch, personalized social media support, we provided our client end-to-end social media customer care resources, ensuring their customer demands were heard, escalated appropriately, and resolved with the highest accuracy possible.

The Sutherland Transformation

Sutherland provided end-to-end social media customer support to its client. Pre-launch, we led extensive trainings in platform management to ensure swift escalation and resolution of customer problems on behalf of our client. Post launch, Sutherland used its expertise in social media customer care management to power its clients social care and community engagement platform.

Social media is not a media, it is a medium for listening, engaging, and building relationships with customers across all touchpoints.

The Results

2 million+
social media interactions handled annually
18% reduction
in average time to first response
2 Webby awards
recognizing Sutherland’s leadership in social media customer care and community engagement