Refrigeration.Ru has implemented feedback intelligence from Napoleon IT

2024: Implementation of "Napoleon.Reviews"

ХОЛОДИЛЬНИК.РУ has implemented a solution from Napoleon IT to automate feedback processing. Napoleon.Reviews allows you to collect and analyze reviews from dozens of platforms, helping the company to better understand customer feedback and improve the quality of goods, the level of service and services provided. Napoleon IT announced this on January 10, 2025.

The assortment of "ХОЛОДИЛЬНИК.РУ" for January 2025 includes more than 300 thousand SKUs, which are sold not only on the website of the same name, in the mobile application and retail stores, as well as on federal, category and club marketplaces. This variety of sites makes customer feedback processing a key tool for assessing product quality and company performance. However, manual analytics of such a huge amount of information requires a large amount of employee working time and post-analysis of the feedback received.

In order to optimize feedback, respond faster and improve the quality of goods and services, the retailer has implemented a feedback mining tool from Napoleon IT. The Napoleon.Reviews solution uses its own LLM model to process feedback from online maps, feedback platforms, social networks and app stores. The results obtained are displayed on a convenient dashboard for further work of employees.

The tasks that the feedback ХОЛОДИЛЬНИК.РУ sets itself:

1. Identification of top topics and prompt elimination of sources of negative scenarios: thanks to Napoleon.Reviews, the company receives structured feedback analytics that helps to quickly respond to shortcomings and improve customer experience.

2. Optimizing working hours: Implementing automated feedback analysis reduces employee time spent processing feedback, allowing you to focus on key tasks.

3. Understanding Voice of the Customer: The system helps identify customers' main needs and expectations, as well as their opinions on products and service.

4. Improving goods and services: based on data analysis, the company adjusts the range and promptly provides feedback to suppliers, as well as improves the quality of service.

Already at the stage of implementation, the Napoleon.Reviews system helps to identify key requests and difficulties faced by customers, such as the quality of delivery service, the correctness of descriptions of goods on the site and the compliance of goods with the declared characteristics.