British retailer Charles Clinkard has implemented an AI platform that enables sentiment analysis and instant notifications as the retailer seeks to boost its online reputation and customer experience.
Integrated through a partnership with AI-powered review analytics platform Pulse, the platform enables sentiment analysis, instant notifications, and the ability for stores to respond more quickly to reviews.
Founded in 1924, Charles Clinkard currently has over 30 retail locations and an e-commerce platform.
Using AI and machine learning, the retailer’s new platform also collects all the company’s Google reviews relating to multiple stores to compare performance between different locations or with other operators in the sector, with the aim of providing a more in-depth view and more informed decisions.
The platform can also calculate the exact number of five-star reviews needed to increase a Google rating, whilst also providing data-driven metrics that consolidate review activity into a single score for each shop and for the company.
Additionally, the technology monitors information such as location data and opening hours, ensuring Charles Clinkard’s listing is accurate and up to date.
Rachel Clinkard, director of e-commerce at Charles Clinkard, emphasised the importance the retailer places on customer feedback.
She explained that adopting the platform was a “natural step”, with the technology allowing reviews to be understood and responded to more quickly and intelligently than was previously possible.
“It also gives us the ability to track performance across all our stores, which is key for maintaining our high service standards,” she added.
The move also aligns with the company’s wider strategy to roll out AI across the business.
Charles Clinkard’s product offering includes a wide range of high-quality footwear for men, women, and children, including shoes, boots, and trainers, as well as accessories such as shoe care products.
It stocks a number of well-known brands, including Clarks, Gabor, and Rieker.
