CASE STUDIES

How structured review management became a conversion driver

CASE STUDIES

22% more VIP retention. 65% less backlog. In one quarter.

Every operation is different. Coverage hours, languages, team size, channels — your price reflects your actual needs. No packages you have to squeeze into.

The client

Mid-size online casino operating across EU markets, where Trustpilot and public reviews significantly influence new player acquisition and conversion rates.

The problem

  • Negative Trustpilot and review platform comments were damaging brand reputation
  • No structured process for monitoring or responding to public reviews
  • Many complaints left unanswered — rating stagnating or declining
  • Lost conversion from review-driven traffic

What Workanova did

  • Workanova support manager implemented daily monitoring of Trustpilot and key review platforms
  • Standardized but personalized responses aligned with brand tone — introduced at scale
  • Sensitive cases escalated and resolved internally before public response
  • Communication loop closed with players after issue resolution
  • Process formalized as a standard operating procedure (SOP) and handed to the ongoing team

The results

⬆ 40%+ increase in publicly resolved complaints

⬇ Improved player sentiment and conversion growth from review-driven traffic

The client

Mid-size online casino operating across EU markets, where Trustpilot and public reviews significantly influence new player acquisition and conversion rates.

The problem

  • Negative Trustpilot and review platform comments were damaging brand reputation

  • No structured process for monitoring or responding to public reviews

  • Many complaints left unanswered — rating stagnating or declining

  • Lost conversion from review-driven traffic

What Workanova did

  • Workanova support manager implemented daily monitoring of Trustpilot and key review platforms

  • Standardized but personalized responses aligned with brand tone — introduced at scale

  • Sensitive cases escalated and resolved internally before public response

  • Communication loop closed with players after issue resolution

  • Process formalized as a standard operating procedure (SOP) and handed to the ongoing team

The results

⬆ 40%+ increase in publicly resolved complaints

⬇ Improved player sentiment and conversion growth from review-driven traffic

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