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Case Study
See how Koszulkowo builds trust among its customers
Sector
Print-on-demand
Platform
Magento
Product
Obtaining opinions, Pop-up, mediation, widgets
Koszulkowo is a company created by people crazy about t-shirts who make every effort to ensure that everyone can find a pattern in the store that allows them to express themselves. T-shirts are also distinguished by the quality of workmanship and competitive price. But that's not all, the brand also creates individual designs and they don't have to be just t-shirts.
Challenge
The store struggled with a small number of reviews and overwhelmingly negative comments, which resulted in a low rating.
Satisfied customers forgot to share their good opinion, while dissatisfied customers were very eager to write about negative experiences. Therefore, the challenge for the Rating Captain was to reach as many customers as possible and ask them for feedback by e-mail.
Satisfied customers forgot to share their good opinion, while dissatisfied customers were very eager to write about negative experiences. Therefore, the challenge for the Rating Captain was to reach as many customers as possible and ask them for feedback by e-mail.
Solution
By detecting the sentiment of customers' statements and analyzing the content of opinions, the Rating Captain application found the most frequently indicated problems by buyers in the entire purchasing process. Based on the results, changes were made to both product descriptions and communication with customers.
Prior to joining the Rating Captain, the company gained 122 reviews over 4 years, with an average of 2.4.
The result obtained by Koszkowo shows the importance of after-sales communication and confirms that customers are more likely to share positive impressions if motivated to do so by a request from the company.
Additional benefits
Koszulkowo has many other benefits. The greater number of positive reviews resulted not only in an improvement in reputation, but also an increase in organic sales by 35%, and from the Google business listing itself by as much as 280%. On the other hand, improvements in the area of customer service meant that the brand recorded a drop in complaints and returns by 20%.
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