Contact Us

ORM Focused on Brand Reputation Recovery of Borzo Delivery - A Courier Service Provider

Project Highlights

Our client, Borzo delivery is the fastest-growing courier service provider to serve your home delivery needs. They have the most reliable courier service around. Their service mantra is to give their clients the best quality courier service. Home delivery and same-day delivery is done through different route, any weight or size. With the growing importance of online presence and customer reviews, Borzo delivery recognized the need to implement a comprehensive Online Reputation Management (ORM) strategy to maintain a positive brand image, address customer concerns, and strengthen customer trust. Client approached OrangeMantra when they were facing large number of negative reviews on both Google business listing and app marketplace. They need ORM services to improve their engagement rate and grow loyal customer base.

Project Highlights
challenge
Business Challenges

Borzo delivery faced several challenges after experiencing negative reviews. Some are mentioned in detail:

  • Negative Reviews: The company encountered negative reviews and feedback on multiple online platforms like Google business listing and app marketplace, affecting its overall reputation.
  • Brand Visibility: The lack of a proactive online presence made it difficult for the client to monitor the narrative and address customer issues properly.
  • Competitive Landscape: Within the competitive landscape, negative online reviews significantly impacted customer acquisition and retention rate.
  • Customer Perception: Negative online sentiment triggering from shipping delays, lost packages, and overall customer service challenges impacted the sales.
  • Social Media Presence: Borzo delivery lacked a strong and robust social media presence, making it difficult to engage customers and address concerns in real-time.

    • Technology Solution

    Borzo delivery partnered with OrangeMantra team to implement a tailored strategy. Our ORM experts performed diverse techniques to eliminate negative reviews.

  • Review Management System: Our team added a review management system to encourage satisfied customers to add positive reviews and eliminate negative feedback.
  • Customer Feedback: An algorithm was integrated to receive customer feedback at different touch-points, supporting the company to identify and resolve concerns in real-time.
  • Social Media Listening: The ORM team added social media listening tools to keep a check on the conversations regarding company, enabling seamless responses to customer queries.
  • Customer Support Enhancement: A major improvement in customer support channels were performed. This ensured that inquiries and issues were properly resolved, demonstrating customer satisfaction.
  • Content Marketing: Engaging and positive content, consisting of success stories, customer feedback, and behind-the-scenes glimpses helped to build a positive branding.

    • Value Delivered

    The implementation of a strategically performed ORM played a critical role in reshaping Borzo delivery online reputation. The company successfully turned challenges into opportunities, bringing personalized customer services, and strengthening its brand image.

  • Increased Positive Reviews: The addition of the review management system assisted in significant increase in positive reviews, enhancing the overall rating on popular review channels.
  • Negative Feedback Resolution: The proactive methodology to negative feedback resolution helped in a higher customer retention rate, with troubled customers showing appreciation for the company’s responsiveness.
  • Improved Brand Visibility: The consistent monitoring of online feedback and posts in the social media conversations improved client brand visibility and positive perception.
  • Enhanced Customer Satisfaction: The addition of refined customer support channels and proactive communication assisted to higher customer satisfaction rate, as reflected in the customer feedback.
  • Positive Brand Image: The ORM strategy helped the client build and maintain a positive brand image, positioning them as a trustworthy and customer-focused logistics partner in the competitive world of courier industry.

    • Want to explore more Digital Transformation & Innovation stories?

    Read More

    Looking for a Tech Solutions Partner?

    Talk to Experts