Premium Tech Monobrand Retail Chain
Situation
Under NDA
Financial Damage
Budget: ₽2,130,000/year
Problem
Over 30% negativity in the top-10 of Yandex and Google; over 20% irrelevant pages related to competitors or resellers; low ratings on recommendation platforms (down to 3.5*); daily negativity on Yandex.Maps and Yandex.Market; no prompt response from an official representative; spikes of negativity from bloggers.
Tasks
- •Reduce the load on the client's customer service by authorizing the Agency to handle negative mentions as the official representative on social networks and geo-services.
Solutions
- •Track and process all relevant mentions of the company to neutralize negativity
- •Provide technical support to users as the official representative both in private messages and in the entire information field
- •Create tickets in the UseDesk system to resolve client issues with the client's support service
Results
- •Achieved positive dynamics: negativity dropped from 45% to 20% (–25%), positivity increased from 15% to 38% (+23%, 8% due to influence agents), neutral 42% (+2%)
- •By changing tone and increasing ratings on recommendation platforms, negativity in search results dropped from 60% to 10%
Financial Effect
Improved ratings and positive content led to increased sales and trust in the brand, strengthening the company's market position.
Conclusions
Delegating reputation management to an agency can significantly reduce the burden on internal support and improve results.
Prompt, official responses and technical support are key to neutralizing daily negativity.
Systematic monitoring and ticketing ensure that client issues are resolved efficiently and transparently.