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Digital customer service

How digital customer service and social listening helps Ibotta be proactive to customers’ needs


Individual social network monitoring and ad hoc customer care was becoming incredibly difficult for Ibotta to handle as its business grew. It needed a way to manage large volumes of social tickets, track all social interactions, pinpoint customer issues, and integrate the solution with its customer service software to easily bring new customers into the fold.

With 200 social media mentions and thousands of service tickets per day, Ibotta uses Clarabridge Engage to help manage these large volumes of data and streamline the workflow by integrating seamlessly with Zendesk. The solution also provides historical context and easy pull-up of cases to provide a better social care experience. Furthermore, agent performance and tracking, agent staffing schedules, analyzing unknown pools of data, and understanding sentiment is now possible with Clarabridge Engage.

Success highlights:

  • Seamless integration with ticketing software, which allows the company to transition social customers to part of the larger customer universe
  • High efficiencies due to better understanding of agent activity, performance, and staffing needs
  • Operationalized social care and proactive support to meet growing customer base and demands

Clarabridge Engage is pretty spectacular and is truly helping our business. It goes beyond any typical social media management and analytics tool by helping us answer what we don’t know, what we should know, and how to get those answers. This is very profound for both our team and the company as we grow very rapidly.

– Chris Sherland, Director, Ibotta Care

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