Reputation
5 released templates. Each passed a check on test data; it is switched on in the panel by the director, and a person decides on every proposal. Example results are illustrative: the names and companies in them are made up.
Reviews and reputation
The problem it removes: Your rating drops because happy customers stay silent.
More detail
What it does: Asks for a rating; sends happy customers to the maps and unhappy ones to the manager.
What a person decides: Replies to reviews.
For whom: Customer, manager.
How to measure: Map rating; new reviews.
Example result: “Aidana, thank you for visiting us today! Please rate your visit from 1 to 5 — it takes a minute. If you liked everything, we'd be grateful for a few words on 2GIS: link below. If something wasn't right, write to us right here and the manager will look into it personally.”
Review replies
The problem it removes: Reviews go unanswered or get rude replies.
More detail
What it does: Drafts replies to new reviews.
What a person decides: Publishing.
For whom: Staff member.
How to measure: Share of reviews with a reply.
Mention monitoring
The problem it removes: People write about the company, and it doesn't know.
More detail
What it does: Finds mentions in public sources.
What a person decides: The response.
For whom: Manager.
How to measure: Response time to mentions.
Example result: “Category: complaint — reply and look into it. Why: in the ‘Almaty Online’ city chat on October 7, someone wrote the clinic has ‘nowhere to park, I drove around for 20 minutes’; 14 comments under the post, two agree. What to do: reply on behalf of the clinic with the nearest parking and that patients can let the front desk know in advance; the manager should consider a deal with the neighboring parking lot.”
Kaspi reviews
The problem it removes: Buyer reviews on Kaspi go unanswered.
More detail
What it does: Drafts replies to buyers from the reviews and questions export in the Kaspi seller account.
What a person decides: Publishing.
For whom: Staff member.
How to measure: Store rating on Kaspi.
Example result: “Hello, Yerzhan! Size M fits a height of 170–176 cm — the size chart is on the product page. We deliver within Almaty in 1–2 days and to other cities in up to 5 days. If you're unsure about the size, send us your height and weight and we'll help.”
Crisis response
The problem it removes: Negative buzz spread — and no one knows what to do.
More detail
What it does: A response plan and texts for a wave of negativity.
What a person decides: Every action.
For whom: Manager.
How to measure: Time to first response in a crisis.
Example result: “Action: within an hour, one honest reply from the manager under the original post: acknowledge the order delays of October 5–7, name the cause (a packaging supplier failure) and the date all orders will be delivered; everyone who contacted us gets a personal reply with the same information (text below). Impact: the wave dies down once people see an answer and a date. Risk: if the date slips again there'll be a second wave — give only a realistic date. Fallback: if anything is inaccurate, correct it right away in the same post.”
Basis: product documentation; the platform code. This page describes what exists in this build, not what is planned.