A DIY tools brand reduced delivery returns using Clootrack’s CX analysis solution

Before discovering Clootrack, Brand X struggled with several issues related to customer feedback. The brand identified that the invisible reasons for returns are mentioned by customers at various touch points like return feedback, Amazon reviews, store feedback, NPS open ends and so on. Challenges arose in aggregating customer feedback across all regions from various touch points at scale. The data, even if managed to collect, was vast, noisy, and unstructured, making manual efforts and text analytics tools error-prone. Establishing a reliable and cost-effective process was difficult, complicating stakeholder buy-in for data-driven decisions.

Clootrack aggregated customer conversations from various sources, including the brand’s website, e-commerce sites, NPS data, and return data, covering diverse regions. Using its patented methodology, Clootrack performed unbiased data analysis to generate actionable insights without human intervention. These insights were presented as easy-to-consume metrics, helping Brand X prioritize actions regularly. Additionally, AskClootrack, the platform’s co-pilot, assisted stakeholders in validating hypotheses and creating data-driven action plans.