A leading e-commerce brand connected with the Scraping Intelligence team to assist them in collecting customer reviews from multiple sources. They wanted to analyze reviews that they get on their e-commerce platform, e-store, mobile app, and social media channels. In short, they wanted to implement a real-time review monitoring system to monitor their brand for customer sentiments, catch rising consumer trends early, and keep their product assortment updated as per consumer preferences. The review extraction also aimed to monitor multiple platforms for any malicious review campaigns by competitors or disgruntled customers, The system would also help them to keep their customer service proactive.
The client was initially collecting and analyzing reviews manually but as their business scaled, it was difficult to extract reviews manually from multiple channels. Our client was struggling with the below-mentioned challenges:
Scraping Intelligence understood the challenges faced by the client and created a custom ecommerce reviews scraping strategy to address all the needs:
Proactive addressing of issues mentioned in reviews led to a 40% decrease in negative sentiment across all platforms within six months. Rapid response to negative reviews and customer concerns led to a 30% increase in customer satisfaction scores and a whopping 45% reduction in return rates.
By analyzing customer feedback in real-time, the client could quickly identify and address product issues, especially those related to assortments, categories, and price mismatches with competitors. For, instance if any listed product had too many reviews mentioning ‘highly-priced’, ‘too, pricey’, ‘costly’ or ‘expensive’ then our client made quick and dynamic price optimization to keep the prices close to that of competitors in the category.
By staying ahead of market trends and customer preferences, the client introduced new products based on identified gaps, resulting in a 22% increase in market share within their niche. Based on review analysis, our client could find their most loved items and implemented inventory changes to keep such popular products always in stock.
The adoption of Scraping Intelligence's web scraping solution scaled the client's approach to brand monitoring through reviews. The automated system for scraping reviews effectively tackled the issues of fragmented data sources, real-time review scraping, IP blocks, and multiple review formats. Our client was able to decrease negative sentiments, increase customer satisfaction scores, reduce return rates, and increase its market share. This case study illustrates how the capability to extract customer review data in real time is not only required for brand perception monitoring but also provides a competitive edge that helps e-commerce brands beat their online rivals.
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