Case Study: OBI reduces negative social media sentiment and shifts support traffic with Digitalizm

OBI cuts negative comments by 50% in 2 weeks with Digitalizm

The customer, OBI, a major DIY retailer, faced a significant challenge at the start of the COVID-19 pandemic. The closure of its physical stores across Russia placed immense pressure on its online operations and back-end processes, leading to a surge in customer service issues and a sharp increase in negative sentiment on social media. The vendor, Digitalizm, was tasked with transforming these social channels into effective service tools and neutralizing the widespread negativity.

Digitalizm completely rebuilt OBI's community management approach in just seven days. The vendor expanded the crisis team and reoriented OBI's social networks to function as service channels. As a result, Digitalizm helped shift 15% of inbound requests away from OBI's call centers within two weeks and successfully reduced the number of negative comments by half.

OBI