Situation before starting cooperation
967
reviews acquired during 4 years
3,5
average rating
The store's problem was to leave negative reviews from customers without trying to contact them and without any comment. Many of the negative comments came from fake accounts from one of the frustrated customers.
The repair process - our challenges
The main challenge was to eliminate errors in the area of customer service and get more positive reviews.
The repair process started with verifying the most common problems on the client's side. We have made the verification based on the analysis of the reviews of store users using the AI algorithm provided by Rating Captain.
The most common problems faced by clients were:
- „product not as described on the websit”,
- „poor quality”,
- „delivery time is too long”.
Solution
In order to eliminate the detected problems, together with IdeaShirt we have launched several Rating Captain functionalities:
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obtaining positive reviews for the company's Google profile,
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implementation of a pop-up on the order summary page with a request to evaluate the store,
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mediation with dissatisfied customers using automatic communication tools supported by AI technology
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Rating Captain widgets and product cards displaying positive customer reviews about the company and its products.
But that's not all, based on the results of the review sentiment analysis and the recommendations of the Rating Captain team, the company improved product descriptions, eliminated poor-quality products and shortened delivery times, which significantly reduced the number of negative reviews.
As a result, after 2 years of cooperation, we managed to obtain the current result:
3664
reviews in a Google profile
4,6
average rating