A UK property management company was experiencing an uphill battle with its online reputation. The business was struggling to keep up with and resolve daily complaints and poor online reviews from unhappy customers.
Knowing how influential customer reviews are, and seeing the negative impact on the business and team morale, they came to Igniyte for help.
An audit soon revealed the scale of the problem. 94% of online reviews about the company were negative. The main problem, which was causing more complaints and poor reviews, was that customers were frustrated about how difficult it was to reach anyone to resolve issues.
We worked with the client to create new customer service and complaints information online and make it more visible, we also created an Online Review Management Strategy for the businesses Communications and Social Media Teams to deliver, and supported them to do this by creating a bespoke online review management training session to share good practice and empower their teams to respond to online reviews and complaints to turnaround the negative online sentiment.
Speak with Simon our online reputation management expert, in complete confidence.