An agency’s largest client faced significant challenges in managing an overwhelming volume of daily customer reviews. While recognizing the importance of direct customer engagement, the team responsible could not address the surge in expected holiday reviews both promptly and professionally. The business urgently required a solution to handle common reviews, freeing up resources to tackle more complex customer complaints and suggestions.

The LocalClarity team collaborated with a South African agency to develop a new review response workflow, enabling agents to craft pitch-perfect responses tailored to each unique client brand. The solution empowered users to choose from both pre-filtered templates or partial snippets in a new interface, significantly enhancing the team's capacity and efficiency in managing review responses.

By the end of the first month using the new Explore! workflow, the agency documented a 600% increase in the daily number of review responses sent by each representative. An analysis of these responses revealed that they were, on average, longer and more unique than those generated by previous processes. This enabled the agency to handle the surge in volume profitably while also enhancing client satisfaction.

LocalClarity's Explore! tool was purpose-built to meet the specific needs of the agency and, recognizing its broad applicability, was subsequently released to all clients as a common enhancement. This reflects LocalClarity's ongoing commitment to partnering with clients to continuously integrate additional value into the platform each month.