Vestel Success Story
​387% more customer reviews on monthly basis
How this 1123 location electronics giant improved customer experience and boosted local SEO with Welocal.
With so many locations, Vestel Electronics needed a way that they could manage their online reviews and customer communications in one place. They were especially looking for a solution that would help them automate and be customizable to fit the needs of each location. Because of the custom reporting capabilities and automatic review requests, Vestel Electorincs knew Welocal was the right solution for them.
%85 increase of local SEO
"Our locations online reputation overall scores is one of the key factor that determines Vestel's brand recognition and perception.
Welocal allowed us to rank higher on Google listings with accurate information, auto review reply rate and higher customer ratings.
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We've implemented the platform across the all locations in country and planning to expand Welocal's presence for ecommerce reviews as well in near future."
Osman Badur
Digital Services & Business Development Marketing Group Manager - Vestel
%85 increase of local SEO
67% increase of
local interactions
​​387% more customer reviews
Company Snapshot
Vestel City in Manisa-Turkey is one of the biggest industrial complexes in the world operating on a single field , and Vestel is able to produce more than 35 million electronic products. Having 15 thousand employees, 1.250 Vestel sales stores, 333 after sales centres and thousands of employees working at Vestel suppliers, Vestel creates an income source for 30 thousand people. By producing world-class quality products, Vestel was listed among the "Top 250 Consumer Products Companies list" in Deloitte's "Global Powers of The Consumer Products Industry 2011" report.
Background
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With so many locations, Vestel Electronics needed a way that they could manage their online reviews and customer communications in one place. They were especially looking for a solution that would help them automate and be customizable to fit the needs of each location. Because of the custom reporting capabilities and automatic review requests, Vestel Electorincs knew Welocal was the right solution for them.
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What was wanted to do was find a way to ask every customer for feedback & reviews, including service customers. There was a need to find the easiest, most streamlined solution for soliciting a high volume of online reviews without disrupting the company’s normal workflow.
Feedback collection +
Review generation, monitoring, and management in one place
Welocal's integration with CRM software, was another selling point for Vestel Electronics. That allowed Vestel to send review requests to every customer automatically after a purchase or service. In the consumer electorincs market, Google, Facebook and Instagram are the most crucial review sites, so these are the sites Vestel prioritizes. Welocal also sends Vestel dealers and regional managers automatic email alerts the instant a new review is posted for one of their locations on a third-party site. The team can monitor all reviews from all sites in one place.
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Using existing CRM and Welocal, they are able to collect feedback from customers on selling consultants’ performance, what their experience was like at a product showing, and how well the company is doing at their stores. Vestel Electonics uses this customer feedback to improve their business practices. Because much of this feedback is given in the form of reviews, the transparency helps to show prospects how much Vestel Electronics values their customer experience.
Boosting satisfaction with the customer feedback loop
Sending out requests with Welocal was simpler than Vestel's team could have imagined. Welocal integrated with Vestel’s existing business system. Review requests went out automatically via text message on the same day as the purchase. Since the process of sending a review request was taken care of automatically, nobody on the Vestel team needed to spend much time on the platform. Customers were already required to leave their phone number at checkout so the business didn’t need to make any changes to existing processes.
In addition, the team soon realized that their concerns about bothering their customers with text messages were unfounded. Most customers were happy to help out Vestel by leaving a review.
Since starting with Welocal, Vestel has collected more reviews and went from an average of 250 reviews on monthly basis to 1250 reviews monthly across all of its stores. Because the business was making an effort to solicit feedback from all customers, overall rating is no longer unfairly skewed by angry customers.
AI powered review responses changed the game
Vestel has always known the impact of responding to reviews. When a customer leaves a great review, responding with a sincere “Thank you!” proves to their customers that they care. When a customerleaves a negative review, the team knew they needed to respond quickly to resolve the issue. However, without having the right solution in place, they had struggled to keep up with their review responses at scale.
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Welocal helped Vestel Electronics respond to all of their reviews, both positive and negative, to improve their customer experience. Now, customers know that their feedback is being heard and addressed. The constant stream of client feedback helps them to see which locations are performing well, and which locations need additional support. Not only have online reviews helped Vestel Electronics improve their customer experience, but it also helps them rank higher in local searches and improve their SEO, which is a crucial element to beating the competition.
How Vestel Electronics found success
By choosing Welocal as their online customer review management solution, Vestel Electronics was able to improve their customer experience from the moment of discovery. Welocal has helped them manage their online reputation across all of their locations, respond to customer feedback quickly, and see where business strategy adjustments were needed. Their current review cadence keeps them informed about their client experience across all of their properties, and helps them turn previous issues into opportunities for client delight.
Empower your
local teams.
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.
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You can make every dealer stand out just by responding – and the community around your dealer will respond in return.
View all key local ranking signals
in one place
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100s of dealers analyzed in a single report
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.
