Utilizing Feedback Management

Overview

Sony Electronics’ contact center provides sales and support for a wide range of consumer and professional technology products, and callers are frequently looking for assistance on topics handled by another arm of Sony Group Corporation. As part of a larger effort to take better control of data and customer experience outcomes, Sony Electronics reimagined the top of the customer contact funnel across voice, chat, and SMS.

Watch Roger Brewer describe how Feedback Management has improved the customer experience.