About the Client

A client has an ecosystem of e-commerce stores across multiple countries. They maintain social media accounts for each country, using them to promote their products. To retain existing customers, attract new ones, and increase revenues, they decided to enhance their online appearance with the assistance of our engineers. 

Business Challenges

Keeping a positive online reputation is challenging and time-consuming, especially when businesses opt to handle it manually. More than ever, entrepreneurs need innovative automated solutions capable of monitoring various online locations where visitors can potentially leave unwanted comments and harm their businesses. Our client wanted to maintain a positive online reputation by providing their customers with quick and accurate answers to their questions. However, a large number of inquiries coming from different social media platforms proved to be unmanageable and time-consuming. 

Therefore, the primary goal of this project was to develop a solution capable of automatically identifying, responding to, and eliminating unwanted comments. During our initial consultation, we discovered additional challenges that could be considered as features of the application:

• Developing an intuitive interface that allows easy connectivity to social media platforms such as Facebook, Twitter, Instagram, and YouTube. 
• Implementing a rule-based comment response system and enabling it to become smarter over time.
• Introducing the automatic removal of unwanted or hateful comments.
• Providing insights and analytics crucial for shaping online reputation strategies. 
• Reducing business costs associated with manual online reputation management and boosting productivity.
  

 

Solutions and Values We Delivered

We started working with our clients quickly after they highlighted their requirements. The Logik Labs engineering team initiated the project by creating a comment-tracking system, enabling easy integration with our client’s social media accounts. Since our client aimed to improve communication with their customers and bring it to a higher level, they were interested in an automated system capable of providing accurate and fast responses to product inquiries. This is why our engineering team opted to take full advantage of AI and develop a scalable custom software solution.

Let’s further explore all the benefits of it:

Reduced Business Costs by 30%

Traditional online reputation management methods require a significant amount of time and financial resources. Rather than hiring additional personnel, our partners opted to streamline and automate the entire process through a new comment-tracking application.  

The solution has extensive platform coverage since it is compatible with Facebook, Twitter, Instagram, and YouTube. It features a user-friendly interface that allows easy connection to the client’s social media accounts. Once connected, the app collects all comments from different locations and consolidates them into a single, centralized page. By pinning social media accounts, and other relevant channels to one page, managing online reputation has become much easier and cost-effective. 

According to our client’s feedback, the application eliminated the need for additional employees, reducing labor costs by 30%! By automating the online management, the entire business has become more solvent and enhanced with additional financial resources.

From Days to Seconds: Comment Response Time Decreased by 80%

It took hours, days, and sometimes weeks for our client to locate, read, and respond to all posts arriving from various online locations and at different intervals. To overcome this issue and improve response time, we enhanced our solution with AI. Despite the countless functionalities offered by artificial intelligence, our team selected and implemented only those essential for streamlining the process. As a result, our app automatically responds to comments and removes unwanted ones. Consequently, the comment response time has been slashed by an astonishing 80%!

It is worth mentioning that not all things are left to artificial intelligence. While AI effectively handles customers’ comments, our client has the option to adjust all the rules generated by AI. In case any of the provided rules do not align with our client’s policy, these can be manually updated. 

Determining User Sentiment

To determine user sentiment and construct efficient reputation strategies, our team delivered a transparent feature offering insights into the application’s operations. With our solution, our client can get answers to the following questions at any moment:

• Which pages and accounts generate the most comments?
• What type of content does the audience prefer the most?
• What is the sentiment of the comments?
• What automated responses are triggered for existing comments?
• How many comments are removed over time?

The mentioned insights are essential for making effective reputation strategies and maintaining a positive online presence.

Conclusion

To improve market visibility and remain competitive, businesses must advertise their products and services through social networks. While social networks offer an excellent channel for reaching the target audience, they can also be used by opposing individuals to degrade a hard-earned online image. 

In today’s age, we have a wide range of mechanisms to transform traditional online reputation management into automatic. However, to accomplish this, a client must recognize the importance of maintaining a positive online reputation and have a skilled team capable of developing scalable custom solutions. This case study demonstrates the power of automated software solutions in establishing and maintaining a positive online presence. Through collaboration with our team at Logik Labs, our client effectively addressed key business challenges, automated and centralized the entire online management process. 

We carefully collected all the challenges and transformed them into useful features. Committed to the industry’s highest quality standards, our developers made sure the product follows the latest standards while delivering maximum performance and efficiency.