By having customer-submitted media linked to specific reviews, brand was able to get fuller context of reviews.
Monthly images automatically appended to customer reviews
At scale, it was impossible to manually check customer content for each review.
A prominent travel brand with over 2,000 locations faced the challenge of needing to view images and videos associated with customer reviews to fully understand the context of the feedback provided. Unfortunately, Google does not directly link customer-generated media with review data, making it difficult to analyze context at scale. This limitation hindered the brand's ability to effectively respond to and manage customer feedback across its widespread locations.
To address this challenge, the LocalClarity team developed AI-based backend processes that synchronized the location, reviewer, and image timestamp from one data feed with the location, reviewer, and review timestamp from another. This integration allowed the client to seamlessly view images and videos uploaded to a Google Business Profile review directly within their ReviewsInbox™, enhancing their ability to understand and respond to customer feedback comprehensively.
The new process successfully paired an average of 1,600 monthly public images with their associated reviews, enhancing the client’s understanding of their customers feedback. This functionality was then extended to all LocalClarity clients, providing a context for reviews across the board.
LocalClarity enhanced the ReviewsInbox™ by integrating images into existing workflows, significantly boosting team productivity and streamlining the review management process.
