Hatemoğlu Success Story
A Century of Fashion Innovation and the Power of Digital Reputation
Founded in 1924, Hatemoğlu has been a trailblazer in the Turkish ready-to-wear clothing industry. With a legacy of innovation and a focus on customer satisfaction, Hatemoğlu sought to transform its customer engagement strategy and boost its digital reputation through Welocal.
Hatemoğlu operates over 85 stores across Turkey, offering premium menswear. With nearly a century of expertise, the brand continuously evolves to meet modern retail demands while maintaining its customer-focused ethos.
The Numbers that Define Success
Problem:
Hatemoğlu faced challenges in efficiently collecting, analyzing, and leveraging customer feedback to improve store operations and enhance its online presence. The manual feedback process was time-consuming, and the scattered review data made it difficult to gain actionable insights. The company also lacked a structured approach to respond to customer reviews and manage its digital reputation effectively.
Technologies Used:
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Welocal: AI-driven reputation and review management system.
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Feedback Automation: SMS-based customer engagement platform.
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AI-Driven Sentiment Analysis: Tool to analyze and categorize customer reviews.
Solution:
Double Customer Reviews: Increased review count from 60,000 to 120,000 in one year by automating the feedback collection process and encouraging customer engagement.
Centralized Reporting: Enabled the management team to access collective reports for all stores in one dashboard, providing actionable insights at both a macro and micro level.
Employee Access to Data: Provided store employees with the ability to view and manage their individual feedback, promoting accountability and proactive service improvements.
Automated Review Responses: Moderated and responded to both historical and new customer reviews in an AI-powered, human-like manner, ensuring timely and thoughtful interactions.
Sentiment Analysis: Analyzed incoming reviews to identify customer sentiment, detect recurring themes, and highlight areas for improvement, allowing Hatemoğlu to take proactive measures.
Benefits:
Scalable Feedback Growth: Customer reviews doubled within a year, significantly enhancing Hatemoğlu’s online presence.
Comprehensive Reporting: The ability to view all store data in a single dashboard streamlined operations and allowed for data-driven decision-making.
Empowered Employees: Store employees gained access to their performance data, fostering accountability and service excellence.
Effortless Moderation: Automated responses to customer reviews ensured consistent, professional communication while reducing the workload on internal teams.
Enhanced Digital Reputation: Improved Google ratings and visibility through systematic feedback and review management.
Actionable Insights: Sentiment analysis provided deep insights into customer preferences and pain points, enabling data-driven improvements across all stores.
Metrics and Results
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50% Increase in Customer Reviews:
Review Count: Increased from 60,000 to 120,000 within one year.
Feedback Accessibility: All store data is now consolidated and accessible to managers and employees.
Response Automation: Historical and new reviews are now moderated and responded to automatically, reducing response times and enhancing customer satisfaction.
Sentiment Insights: Real-time analysis of customer reviews uncovered actionable trends for operational and service-level improvements.
Future Vision:
Building on the success of Welocal Hatemoğlu plans to further enhance its customer engagement and operational efficiency by:
Deepening Sentiment Analysis: Leveraging insights to personalize services and refine operations.
Expanding Moderation: Including app and marketplace reviews in its reputation management strategy.
Optimizing Internal Operations: Using employee feedback systems to refine store-level performance.
Adding Widgets: Incorporating location- and product-specific review tools for enhanced customer interaction.
AI-Powered Retail Transformation
Welocal’s advanced AI capabilities have redefined Volvo Cars’ retail presence and customer interactions. By ensuring a 100% response rate to customer comments through its automated system, Volvo builds trust and enhances satisfaction. Additionally, retail locations have seen a 0.32% increase in positive comment rates and significant engagement, with content released across locations generating 87,379 interactions. This AI-driven approach strengthens Volvo’s digital presence and elevates the overall customer experience.
Feedback collection +
Review generation, monitoring, and management in one place
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Maintain corporate control while empowering your dealer managers to showcase what makes their services unique at local level. Welocal’s flexible, scalable workflows and approvals enable you to manage editing rights at the global, regional, and single location level.
You can make every dealer stand out just by responding – and the community around your dealer will respond in return.
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See your business as your customers see you
Get data on the most important Google My Business signals. Prioritize tasks that will boost rankings. View categories and citations alongside links and Track important online reputation metrics. Know exactly where you rank across local search from any location.
Manage customer reviews with ease
Manage, and respond customer reviews - all in one place. Welocal's AI powered smart response tool replies all customer reviews automatically and save you time. Welocal will help you monitor and respond to each of your online reviews – without adding new team members. We can help you stand out from the competition, turn bad ratings into good reviews and boost your visibility in mobile searches, driving more sales for your dealerships.
Get feedback in negative situations, avoid negative reviews
Direct only happy customers to the review process with Welocal's smart customer referral system. In adverse situations, proactively learn the cause of the problem by getting their feedback. Avoid negative reviews.
