A furniture retailer with 330 stores across France faced a significant challenge in their online reputation management amid a growing volume of customer reviews.
The brand wanted to respond to every review to strengthen their local presence, enhance customer relationships, and optimize their reputation management strategy.
However, with over 4 000 customer reviews collected monthly across Google and Trustpilot, balancing massive volume with response quality became increasingly difficult.
The solution
Automate responses to reviews without comments and suggest ready-to-send responses for the other reviews, to speed up processing.
- Centralize reviews from Google and Trustpilot
- Personalize every response based on review content and customer sentiment
- Ensure consistency with the brand’s tone and values
- Identify and escalate improvement points to local stores
- Provide monthly benchmarking, including competitor reviews
The benefits
Customers feel reassured and valued through personalized replies
Improvement opportunities are identified for continuous customer service enhancement
Teams relieved from repetitive tasks, focusing on the most sensitive or complex reviews
Reputation management under control with meaningful, consistent responses
30%
review automation achieved
65%
of non-automated reviews processed in under 15 seconds by advisors
100%
personalized response rate to all reviews
Technical details
Use of next-generation language models for fine understanding of context and customer sentiment, generating natural and appropriate responses.
A dedicated multichannel architecture built for effective reputation management.
Future developments
Automation of positive review responses
Leveraging review analysis to anticipate customer expectations