53% Less Negativity, 27% More Resolutions
By PissedConsumer
Client
SHEIN
Services
Project Description
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 ImplementedTo achieve Shein’s goals, the best and most cost-effective solution was to use the Bronze plan on the PissedConsumer review platform.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, they receive a comprehensive report with reviews, comments, questions, and calls.Business Verification badge This tells visitors to the Shein page on the PissedConsumer platform that the company cares about customers’ satisfaction and thrives on providing them with a top-notch experience, resolving their complaints.Achievements Negative reviews decreased by 53% The number of resolved reviews increased by 27% PissedConsumer rating increased from 2.2 points to 4.4 points.Learn more: https://www.pissedconsumer.com/for-business/case-studies/improved-brand-monitoring-and-customer-care-Shein-company.html
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 ImplementedTo achieve Shein’s goals, the best and most cost-effective solution was to use the Bronze plan on the PissedConsumer review platform.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, they receive a comprehensive report with reviews, comments, questions, and calls.Business Verification badge This tells visitors to the Shein page on the PissedConsumer platform that the company cares about customers’ satisfaction and thrives on providing them with a top-notch experience, resolving their complaints.Achievements Negative reviews decreased by 53% The number of resolved reviews increased by 27% PissedConsumer rating increased from 2.2 points to 4.4 points.Learn more: https://www.pissedconsumer.com/for-business/case-studies/improved-brand-monitoring-and-customer-care-Shein-company.html
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47% Decrease in Complaints in 2 Months
Our client, a US gardening business, faced customer support issues, resulting in negative reviews, lower ratings, and decreased sales. After searching and analyzing many options, they chose PissedConsumer as an online reputation and customer support expert.Project Goals: Improve online reputation and get better reviewsIncrease the efficiency of customer serviceRaise customer satisfactionReduce the number of refundsDecrease the number of customer complaintsImplemented SolutionsDedicated Support Team: Established a dedicated team of highly-trained professionals to enhance the customer service department’s efficiency. This team focuses on resolving inquiries promptly and positively, employing customer-centric communication practices.Streamlined Support Workflow: Developed a comprehensive workflow, including templates for routine inquiries, communication scripts, and tracking customer satisfaction. This systematic approach improves support team productivity and facilitates new team member onboarding.Omnichannel Customer Support: Ensured a consistent customer experience across communication channels, such as phone, email, chatbots, and review platforms. Integration with Gorgias, BigCommerce, and ShipStation ensures seamless data flow across all company departments.Review Management: Identified influential review platforms like PissedConsumer, TrustPilot, Sitejabber, and ResellerRating. Addressed negative reviews, resolving customer concerns, and encouraging them to update their ratings after issue resolution.Archived result:Complaints & inquiries have decreased by 47%Resolution time has decreased by 64%First-response time has decreased by 78%One-touch tickets resolution has increased by 14%The client’s online reputation is restored, and customer concerns are addressed promptly and effectively.Learn more: https://www.pissedconsumer.com/for-business/case-studies/how-gardening-business-deacreased-customers-complaints.html