Automatic Reviews Analytics for Marketplaces

Problem: Manual analysis of textual customer reviews on marketplaces is labor-intensive and hampers the rapid detection and response to issues. It could take up to 48 hours before the team addressed problematic reviews.

Solution: A service for automatic reviews analytics that not only classifies reviews into groups for swift issue detection but also generates responses to reviews and publishes them.

Result: Effective and fast reviews management, streamlining of the workflow, rapid issue detection and resolution, and improved customer interactions on the marketplace.

Average review processing time reduced by 85%.
Previously, the client spent a whole day processing over 1,000 reviews in their store; now the system automatically responds to positive reviews and suggests responses for negative ones.
Analytics implementation allowed for the identification of over 10 problematic user groups that were previously impossible to detect among tens of thousands of reviews across all products.
Made on
Tilda