Case Study: Thrasio cut full resolution time 80% and response time 50% with Brandwatch Engage

Key results

The challenge

Thrasio, a large-scale acquirer and operator of consumer brands, needed to streamline customer engagement processes, improve response times, and enhance customer satisfaction across its social channels.

The solution

Thrasio implemented Brandwatch Engage alongside the AI Analyst Iris to manage customer interactions more efficiently and to speed up both responses and resolutions.

The results, in context

Thrasio reduced first response time by 50%, from 129 minutes to 65 minutes, and full resolution time by 80%, from 6 hours to 1.2 hours. Over the same period, customer satisfaction rose 15%, from 84% to 97%.

Products used