MediaMarkt faced an abundance of negative reviews on Trustpilot. It was our task to improve the online sentiment and image of MediaMarkt. With a strong community management and webcare strategy, we managed to turn the tide.
Our Approach
In close collaboration with the MediaMarkt customer service team, we meticulously analyzed and categorized each review. Based on established webcare protocols, we ensured that every response was appropriate and timely. No review goes unanswered. In this way, we also demonstrate to future customers that MediaMarkt listens and takes action based on their feedback.
The Results
Thanks to this approach, MediaMarkt saw a significant increase in positive reviews within a year and a half.
By handling first-line questions, we were also able to relieve the customer service team. The combination of targeted webcare and community management has led to an impressive improvement in sentiment on Trustpilot, enabling MediaMarkt to now enjoy a stronger and more positive online reputation.