Sofinco, the commercial brand of Crédit Agricole Consumer Finance, a specialist in consumer credit, was looking for a partner to optimize the customer experience and improve its online reputation.
Online reputation is a top priority for Sofinco. The fierce competition in the consumer credit market pushes consumers to compare different players on sites like Trustpilot. Sofinco was looking for a partner to streamline the customer journey after their experience in order to facilitate the sharing of positive experiences online, automate responses to negative reviews, or predict an alert based on their intensity.
Sofinco has equipped itself with the AlloReview solution to collect voice and text feedback from its customers after an online credit request. The feedback is analyzed in real time by our AI to understand customer satisfaction and the topics they raise.
The post-feedback journey is thus personalized according to the customer's satisfaction. Satisfied customers can share their feedback with one click on Trustpilot thanks to an integration with AlloReview. Unsatisfied customers receive a real-time response to address their dissatisfaction before they can share their review online. Thus, Sofinco's teams were able to personalize the feedback journey to optimize their online reputation and put the customer at the center.
"AlloReview has helped us improve our e-reputation by enhancing our journey and making it easier to share reviews online. As a result, 70% more promoters have started to share their experience with Sofinco"
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