Urbanic and Savana have transformed customer feedback using YCloud’s WhatsApp solutions, automating NPS collection and review requests. With tens of thousands of reviews collected, Savana boasts 27K+ TrustPilot reviews and Urbanic 31K+ reviews, while targeted notifications ensure every customer stays informed.
Discover how digital automation is reshaping modern customer experiences!
Background
Urbanic and Savana, two forward-thinking brands, recognized that collecting actionable customer feedback and positive reviews is essential for continuous growth. Both brands turned to YCloud’s WhatsApp-powered chatbot flows to streamline the process of gathering Net Promoter Score (NPS) feedback and encouraging reviews on platforms like Trustpilot.
The Challenge
- Capturing Meaningful Feedback: Traditional surveys often result in low response rates and limited insights. Urbanic and Savana needed an efficient way to capture both customer sentiment (NPS) and detailed feedback to enhance their customer experience.
- Encouraging Positive Reviews: While satisfied customers were willing to share their experiences, brands needed an efficient way to guide them to leave reviews on key sites, ensuring their positive feedback was visible to potential new customers.
- Targeted Notifications: In addition to feedback, both brands sought a reliable method for sending utility notifications (e.g., delayed delivery alerts) using segmented customer data.
The YCloud WhatsApp Solution
Leveraging YCloud’s comprehensive suite of tools, both brands implemented a streamlined, automated feedback collection flow via WhatsApp.
1. NPS Collection & Chatbot Interaction
- High Rating (9-10): Customers who rated their experience positively were asked what they loved most: product quality, pricing, or user experience. They were then rewarded with a coupon and encouraged to leave a TrustPilot review or app store rating.
- Lower Rating (8 and below): Customers providing lower ratings were asked for specific improvement areas, allowing brands to collect actionable insights while maintaining goodwill with a thank-you coupon.
Every interaction, rating, selected attribute, and custom feedback is instantly transmitted to the brand’s database via API, ensuring real-time insights and seamless data integration.
2. Campaign-Triggered Flow
The feedback process begins when customers click a CTA button in a WhatsApp campaign message sent via YCloud’s Campaign tool. This automated system has collected tens of thousands of reviews, proving its efficiency and scalability.
3. Encouraging TrustPilot Reviews
Both brands also run targeted campaigns aimed at securing reviews on TrustPilot. With clear messaging and a simple clickable link, customers are encouraged to share their experiences.
- Savana: Over 27K reviews on TrustPilot with an average rating of 4.4 stars.
- Urbanic: More than 31K reviews with an average rating of 4.2 stars.
4. Utility Notifications Through Targeted Campaigns
By leveraging YCloud’s Contact feature, both brands automatically store past customer data. This enables effective customer segmentation and allows them to send targeted utility notifications (for instance, updates on delayed deliveries), further enhancing the customer experience.
Results & Impact
- Massive Review Growth: Urbanic and Savana collected 58K+ TrustPilot reviews, strengthening brand trust and visibility.
- Higher Customer Engagement: The chatbot-driven NPS process streamlined feedback collection, increasing customer participation and detailed insights.
- Improved Customer Communication: Targeted WhatsApp notifications kept customers informed about delivery updates, ensuring a seamless post-purchase experience.
Urbanic and Savana’s success story illustrates how integrating YCloud’s WhatsApp solutions can revolutionize customer feedback collection and review management.
By providing a seamless, automated process that delivers both quantitative scores and qualitative insights, these brands have not only refined their customer engagement strategies but also reinforced their market positions with impressive TrustPilot ratings.
This case study demonstrates the transformative power of digital automation in achieving higher customer satisfaction and sustained business growth.
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