Case study: Technology & Media

Debunking falsehoods with truth during major app launch

Challenge

The on-demand entertainment landscape was headed for a shakeup. All eyes were on the debut of a highly anticipated streaming service that promised an unparalleled lineup of content with universal appeal. Journalists, along with millions of consumers worldwide, were poised to deliver their verdict, based on unreliable third-party tools and online guesswork. To counter this and ensure early success of the launch, Crisp’s customer needed timely, accurate data to crush falsehoods and present the undeniable truth.

Solution

Crisp used its Actor Intelligence Graph to quickly create a baseline of conversation through a huge volume of digital conversation in multiple languages. This instantly clarified which reports of customer issues were genuine and needed to be escalated to communications, engineering and customer care teams to be resolved. Armed with this confident grasp of the facts, the communications team could proactively educate the media on the true metrics of performance and directly refute misperceptions in the marketplace. The reliable data was also used to fast-track risk-focused customer insights to the right teams to improve accessibility and user experience. Continued monitoring, reporting, and intelligence by Crisp were invaluable to a successful launch and global rollout of the app.

“Armed with the facts, the communications team could proactively educate the media and refute misperceptions.”

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