Case Study: Improved Brand Monitoring & Customer Care for Shein

About

Shein is a global fashion and lifestyle e-retailer, which delivers a variety of affordable products to customers in more than 150 countries.

They aimed to enhance their online reputation on review platforms such as PissedConsumer and improve the customer experience by equipping its support team with additional tools to resolve customer issues more efficiently.

Solutions We Implemented

To achieve Shein's goals, the best and most cost-effective solution was to use the Bronze plan of our PissedConsumer review management services. This solution includes the following features:

Reviewers’ contact information

Our client's customer support representatives get access to the contact information of reviewers, such as their emails, full names, and phone numbers. Because of this, they can contact the reviewers and solve their problems. After that, customers usually correct their score to a higher one.

Review management

The client's customer support team receives real-time alerts once a new review about Shein appears. In addition to that, once per week our Bronze clients receive, a comprehensive report with reviews, comments, questions, and calls.

Business Verification badge

This tells visitors to the Shein page on our platform that the company cares about customers' satisfaction and thrives on providing them with a top-notch experience, resolving their complaints.