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Accounting Company
Case Study

negative review icon 35%

The number of negative anonymous reviews has decreased

positive review icon 65%

The number of unpublished reviews has increased

screen icon 81%

The traffic to the company page has decreased

Client’s Name

Protected by the Non-Disclosure Agreement

Client’s Niche

The organization’s software allows companies to effectively navigate a rapidly changing business environment by providing the functionality that businesses need to manage the complete employment lifecycle, from recruitment to retirement

Type of contract
EBS Premium client 2016 – till now

Project Goals

  • icon decrease
    Decrease

    Reduce number of negative anonymous reviews

  • icon increased
    Improve

    Enhance company profile to remove negative context

  • icon accelerate
    Accelerate

    Speed up identifying and matching of consumers’ personal data

  • icon users
    Improve

    Improve communication process between company and its customers

Solutions

  • Custom review submission form

    We optimized the review submission form to encourage customers leave their valid contact information. We activated an additional validation feature to verify the reviewers.

  • Enhanced company profile

    We developed a custom domain and migrated all the Client's content from PissedConsumer.com to the custom domain. Also, some of the widgets have been hidden.

  • Tailored Review Submission Process

    We added an additional custom field to the review submission form to collect specific information from customers and track it in the Client’s database. We activated review publication delay for the company to be able to address the poster’s issue first and then publish their review along with the company’s rebuttal.

  • Instant review notifications and weekly, bi-weekly and annual reports

    We implemented instant review notifications to alert the Client’s support team once a new review comes in or if the poster updates their review. We regularly updated The Client regarding any outstanding reviews that have not been handled yet. The Client received weekly, bi-weekly and annual reports with the reviews’ sentiment analysis as well as his overall performance on PissedConsumer.com.

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Results

Negative reviews under control

The number of negative anonymous reviews has decreased by 35%.

Improved performance

The traffic to the company page decreased by 81% (from 73.567 to 59.901 pageviews per year). The number of unpublished reviews has increased by 65%.

Personal approach to customers

The Client was able to faster locate their customers and address their concerns before the review even was published.

More customer satisfaction

The level of customer service satisfaction has significantly improved. The company was able to analyze their performance and take appropriate measures to prevent any future issues their customers faced previously.

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