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Case Study

How PanPablo earns trust through reviews?

Sector
Shoe and clothing shop
Platform
Shopify
Stationary shop
Product
Obtaining opinions
PanPablo is a Wrocław-based store offering original footwear and clothing brands. The store definitely meets the needs of creative people who want to look unique. In addition, PanPablo takes care of the environment, opting for products made from recycled materials, for example.

Situation found

August 2020
  • 164 reviews on Google Business Card since 2013,
  • 4.7 average rating on Google Business Card.
The store did not encourage customers to give reviews, nor did it inform them of such a possibility. In addition, the company’s responses to customer comments appeared very sporadically in Google Business Card. The vast majority of positive reviews contained only stars, while negative comments were most often about products that did not match the description.

Repair process, i.e. challenges

First, in order to find the most common causes of customer dissatisfaction, all the reviews gathered so far were analyzed. For this purpose, we used our AI algorithms. The main challenge turned out to be the elimination of errors in the area of customer service and obtaining more positive reviews.

The solution was to implement changes such as improving product descriptions, reducing delivery times and improving communication with customers. The PanPablo store launched a feedback invitation mailing, which allowed it to better understand the customers’ needs and concerns, as well as acquire a lot of reviews for Google Business Card.
As a result, after 2 years of cooperation, the current result was achieved:
2,464
reviews in Google Business Card
4.9
average rating in Google Business Card
But that’s not all, since the beginning of the cooperation we have also acquired 10 936 ratings for our opinion directory Rating Captain reviews directory.

In the period from August 2021 to July 2022, PanPablo gained as many as 3,193 new reviews for the Business Card and Rating Captain reviews directory.
„The communication automation with customers has had a positive impact on increasing sales. The number of hits to the website from the Google Business Card has also increased.”
Paweł Przybylski
CEO at PanPablo.pl
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