customers engaged/year
2,160
Notino · Review response automation
How Notino automated responses to 2,160 negative reviews and recovered €343K in 3-year CLV.
See how Notino engaged 2,160 dissatisfied customers per year across 18 review platforms with Duvo agents, recovering €343K in 3-year CLV.
Duvo
3-year CLV recoverable
€343K
The challenge
Dissatisfied customers were churning in silence.
At Notino, the response baseline across 18 review platforms was zero. No ownership, no coverage, no tone standard. Every dissatisfied customer churned in silence. The cost wasn't visible in any one quarter — it compounded over 3-year customer cohorts.
How Duvo improved the workflow
From signal to verified outcome.
Each step runs autonomously. Every action is logged, traceable, and reviewable.
01
Detects Negative Reviews
Monitors all 18 review platforms for new negative reviews (3+ star threshold or sentiment-flagged) on Notino's product/experience.
02
Classifies Issues
Assigns each review to one of 8 issue types (product quality, shipping, return process, customer service, etc.).
03
Drafts Brand-Safe Replies
Generates a brand-safe response in the review's language, applying Notino's tone and the appropriate remediation per issue type.
04
Routes for Fast Review
Human reviewer approves or edits within the 24h SLA window. Approved responses post automatically.
The difference
Before and after DUVO.
Before
- Zero-response baseline across 18 platforms
- No team owned the workflow
- No consistent tone standard
- Dissatisfied customers churning in silence
After Duvo
- >90% autonomous response rate
- 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
Systems involved
TrustpilotGoogle ReviewsHeurekaZboží.czNotino internal CRM
The difference Duvo makes
- 2,160 dissatisfied customers/year now engaged within a day
- €343K of 3-year CLV recoverable across engaged customers
- ~€9K/yr of direct labour cost avoided
- >90% autonomous response rate across 18 review platforms
Quote
“Every unhappy customer now hears back within a day, in our voice and on every platform. We used to lose them in silence.”