About Livspace
Livspace is a home interiors platform. It wanted reviews handled across Google, social media and forums, with escalations tracked with project teams.
Why it matters: Home interiors are big decisions, and buyers read reviews closely before they sign.
The challenge
Livspace was receiving a large volume of reviews and comments across app stores and social media. Unanswered complaints were hurting ratings and the trust of new users.
How we delivered online reputation management for Livspace
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 Livspace, the work covered review responses across google, social and consumer forums, escalation tracking with project teams and sentiment reports by city.
Results
Here is what the campaign delivered for Livspace, in numbers and outcomes shared with the brand.
- Reviews handled: 4,000+
- Escalations closed: 85%
- Average response time: Under 12 hours
- Cities monitored: 15
- Positive review share: Up 18%
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 Livspace?
Cygnus Marketing delivered online reputation management for Livspace, covering review responses across google, social and consumer forums, escalation tracking with project teams and sentiment reports by city.
What results did Livspace get?
Reviews handled: 4,000+; escalations closed: 85%; average response time: Under 12 hours.
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.
