SentiSquare analyzes tens of thousands of customer feedbacks for Rohlík_

Published on 16|02|2021 by Lucie Kolářová & Peter Kesch

At SentiSquare, we are very proud of our cooperation with Rohlik.cz and Kifli.hu, that started in 2020 and we are now part of their growth in Europe.

During the last year, especially in the area of e-commerce, communication with customers increased dramatically. Some e-shops even grew by several hundreds of percent. Also, the number of customer feedbacks during surveys was rising and the automated processing of incoming text became an even more hot topic.

Rohlík, as a symbol of support during the first wave of COVID in the Czech Republic, was able to handle the huge influx of customers thanks to a well-prepared online store and newly introduced services. In addition, managers thought first and foremost about their customers, and despite the new situation with the lockdown and the incredible workload, they also managed to implement a new AI service from SentiSquare. SentiSquares capability to read and understand any text enabled Rohlik to analyse their customer free text feedback in virtually real-time and thus understanding customer demands immediately and getting ready to respond in time.

Thanks to SentiSquare, AI Rohlik now has:

1. 100% real-time feedback coverage

2. Processes both Czech and Hungarian language

3. Automatic classification instead of manual processing

4. Tens of thousands of pieces of feedback per month in the form of open texts are being processed

And as Mr. Machala, Chief of staff at Rohlik.cz says:

We are very proud to have Rohlik, for whom customers always come first, as our new client. We are very happy that our services provide value added to them and help them to serve first class.