Negative feedback handled in 25 minutes
How a store answered complaints in chats before they spread across groups.
- Niche:
- E-commerce
- Task:
- Brand monitoring
- Plan:
- Business
About the client
An online electronics store with nationwide delivery.
Task
Delivery complaints were discussed in shoppers' chats, and the store learned about them only after the review had spread.
Solution
Brand monitoring tracked mentions of the store in 150 chats. The AI support manager contacted the author of each complaint and passed the case to customer care.
Result
The average response time is 25 minutes, and 90% of complaints are resolved in a private conversation.
What changed in the work
Early warning
The store sees negative feedback the moment it appears.
Resolved in private
A conflict does not grow in a public thread.
Mention analytics
You can see what people complain about most.
Control
All mentions and conversations are visible in the app.
Logger licence
From $249 a month — all agents, modules and training
Set it up yourselves with the video course and manual, or hand it to a targeting specialist-integrator. Either way, you need a person who works with the system every day.
Request
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