CUSTOMER COMMUNICATION CASE STUDY A well-known media conglomerate recently had a serious incident when one of their customer service representatives changed a customer’s name from “John Smith” to “A!@hole Smith” (not the customer’s actual name) after a heated phone call. This incident went public and caused a wave of bad press for the company. Likely, the company also had legal ramifications from this incident, though they were never made public. The company immediately engaged Inversoft to solve this problem. The company highlighted here is a well-known media conglomerate with millions of customers and a highly recognized brand. This use case applies to any company that sends electronic or paper communications to its customers including: Incidents like these cost corporati

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