Wagner reduced returns and improved Net Promoter Score using Clootrack’s CX analysis solution

Wagner was already on a journey to improve the customer experience, but it was a slow, methodical process. Before discovering Clootrack, Wagner relied on combining online reviews, NPS data, and expensive consumer surveys to get feedback from customers. 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 time-consuming and text analytics tools error-prone. Establishing a reliable and cost-effective process was difficult, complicating stakeholder buy-in for data-driven decisions. Ultimately, customer support and product improvements were slow to be implemented. 

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 Wagner prioritize actions regularly. Additionally, AskClootrack, the platform’s co-pilot, assisted stakeholders in validating hypotheses and creating data-driven action plans.