Before
- Zero-response baseline across 18 platforms
- No team owned the workflow
- No consistent tone standard
- Dissatisfied customers received no response
Customer stories
Review response automation
Review response automationNotino's 12-day pilot supported 2,160 annualised responses.
Measured result with modelled impact
2,160/yr
responses annualised from a 12-day pilot
€343K
modelled 3-year customer value
Time to result: 12-day pilot
The 2,160 annual responses are extrapolated from a 12-day pilot. The €343K three-year customer value is modelled from that volume, Notino's average customer value, and an assumed recovery rate; it is not measured revenue recovered.
Dissatisfied customers were churning in silence.
Notino had a zero-response baseline across 18 review platforms, with no owner, coverage, or tone standard.
Dissatisfied customers received no reply, while the commercial cost accumulated across three-year customer cohorts rather than appearing in one quarter.
After Duvo
- >90% of replies drafted without manual writing, with human approval
- 18 review platforms covered under a single 24-hour SLA
- 8 issue types classified consistently with brand-safe tone
- ~€9K/yr of direct labour avoided
Every unhappy customer now hears back within a day, in our voice and on every platform. We used to lose them in silence.
Head of Customer Experience
Notino
The workflow from signal to outcome.
01
Detects negative reviews
Duvo monitors all 18 review platforms for reviews matching Notino's configured star or sentiment threshold.
02
Classifies issues
Assigns each review to one of 8 issue types (product quality, shipping, return process, customer service, etc.).
03
Drafts replies in Notino's tone
Duvo drafts a response in the review's language, using Notino's tone and the remediation policy for that issue type.
04
Routes for fast review
Human reviewer approves or edits within the 24h SLA window. Approved responses post automatically.
Evidence status
Measured result with modelled impact
The 2,160 customers per year figure is annualised from response volume during a 12-day pilot across 18 review platforms. It is not the number observed during the pilot or over a full year. The €343K three-year customer value is modelled using Notino's average customer value and an assumed recovery rate for customers receiving a response.
Systems involved
Trustpilot, Google Reviews, Heureka, Zboží.cz, Notino internal CRM
Control points
- A human reviewer approves or edits every draft within the 24-hour SLA before it posts.
- Issue type, language, Notino tone, and remediation policy are applied before review.