Finally, to close the engagement loop, Grupo Petersen uses Community Management to monitor customer reviews across the Group’s four banks. By implementing this feature, the brand can strategically label comments from customers across various platforms — such as Apple App Store, Google My Business, Reddit, and others — and respond to them promptly.
The team knows exactly when a review is general, when it refers to a specific product, and whether it expresses a negative or positive emotion thanks to the strategic labeling. And, with “LA MANO”, a GP dynamic bot assisting the team, no review will fall through the cracks.
According to the contact center team at Grupo Petersen: “Our review work helps banks in a statistical matter and to have information on the needs and complaints of users and make customers feel heard in their reviews and comments. [Emplifi] is a very dynamic platform that greatly speeds up our daily work.”
