Case Study: Riddle’s Jewelry achieves 80x more reviews and a 4.9-star rating with Podium

Riddle’s Jewelry increases engagements by increasing engagement

Riddle’s Jewelry, a family jeweler since 1959, faced a modern reputation problem: despite decades of happy customers, most locations had only a few online reviews and their Google rating lagged competitors. After testing options, Riddle’s chose Podium and its Webchat functionality to make customer engagement and review collection part of the standard experience.

By using Podium’s Webchat to notify customers about repairs, special orders and cleanings and to request feedback, Riddle’s dramatically improved its online presence — roughly an 80x increase in average monthly reviews, a 17% rise in average star rating, and thousands more Google reviews (from about 198 to 2,697) — boosting both customer engagement and sales. Podium’s solution became a core tool in their customer journey and reputation management.

Riddle’s Jewelry

Josh Holsworth

E-commerce Manager