About Josh
Josh is a short video app. It wanted review and complaint handling across app stores and social, in several Indian languages.
Why it matters: Users complain in many languages, so multilingual replies keep a short video app’s reviews healthy.
The challenge
Josh needed fast, consistent replies at scale, with real issues routed to the right team and clear reports on what people were saying.
How we delivered online reputation management for Josh
We set up response guidelines and ready replies in the brand’s voice, then trained a dedicated team to reply quickly and personally. Complaints were turned into conversations, and genuine issues were escalated with full details.
Sentiment was tracked every week, so the brand could see recurring problems and fix them at the source. Faster replies and resolved issues helped lift ratings and showed new users that the brand listens.
For Josh, the work covered play store and social review responses, creator and user complaint handling and feature awareness replies.
Results
Here is what the campaign delivered for Josh, in numbers and outcomes shared with the brand.
- Reviews and comments handled: 10,000+
- Average response time: Under 6 hours
- Rating: Up 0.4 points
- Languages covered: 6
- Issues escalated: 1,500+
Marketing terms used in this project
- Online reputation management (ORM)
- Monitoring and responding to what people say about a brand online.
- Sentiment analysis
- Sorting feedback into positive, neutral and negative to spot trends.
- Response time
- How quickly a brand replies to a review or comment.
- Escalation
- Passing a complaint to the team that can actually fix it.
Frequently asked questions
What did Cygnus Marketing do for Josh?
Cygnus Marketing delivered online reputation management for Josh, covering play store and social review responses, creator and user complaint handling and feature awareness replies.
What results did Josh get?
Reviews and comments handled: 10,000+; average response time: Under 6 hours; rating: Up 0.4 points.
Can Cygnus Marketing do online reputation management for my business?
Yes. Cygnus Marketing is a marketing agency based in Guwahati that works with brands across India, from local businesses to national names like Samsung, Amazon Pay and Maggi. Share your goals and we will suggest a plan and a clear quote.
