Owning a car is still a luxury in India. Buyers plan the purchase of a car over a brief period of time and perform thorough research before making a purchase decision. They heavily rely on online reviews and ratings to choose the best brand.
A popular automobile manufacturer, based in India with 1335 dealers across 476 cities wanted to analyze the impact of online reviews on their sales. Partnering with multiple dealerships led to difficulty in analyzing sentiments, responding to negative reviews and managing reputation effectively. They were beginning to realize that reviews had a huge impact on their sales, brand reputation, and overall growth. A pressing need to implement a reputation management solution brought them to BuzzSense.io
Monitor and aggregate reviews of 1335 dealerships across channels
Reduce the impact of negative reviews on search engine rankings
Improve overall customer experience and sales
The automobile manufacturer identified BuzzSense.io to help them with reputation management as they faced the following challenges.
Lack of scalable automation platform to monitor 1335 dealerships’ reputation across dealers website, local searches, industry news aggregating websites, newsfeed, and more
No plan of action to mitigate negative reviews
They did not have the technical expertise to analyze current customer sentiments
BuzzSense.io helped the automobile manufacturer monitor online reviews across channels for all 1335 dealerships, manage the rankings of negative reviews in local search results, and analyze overall customer sentiments.
1 Identify, aggregate, and integrate reviews
Our cloud-based data aggregation platform was implemented to identify and aggregate reviews. The reviews were across dealer websites, google reviews, local searches like Justdial, and more.
We aggregated reviews from across websites and helped in integrating positive reviews from other sources to the dealer’s website.
2 Real-time monitoring and automated response to negative reviews
A dynamic dashboard with key metrics made monitoring quick and easy. An automatic response system was put in action for timely response to customer feedback and an alert system to notify in case of negative reviews.
3 Sentiment analysis, brand performance insights, and reputation score
We analyzed and performed sentiment analysis on data aggregated from different channels like dealer websites and Google reviews, news and review sites like Zigwheels, Cardekho, Rushlane, Google news, Financial express, and social channels like Facebook reviews and Youtube channel comments, likes, and dislikes on test drives and reviews of new cars, etc.
Improving the reputation score by 80% increased their ROI and revenue by 12%
Real-time data on the dashboard helped them take timely actions, respond to negative reviews, and resolve customer concerns
Resolving negative customer reviews and feedback improved the search results rankings with other favorable information
The response rate to customer reviews increased from 37% to 100%, which had a positive impact on the overall brand image
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