The eCommerce Bookbyte enables students to rent or buy used textbooks at a lower price. When we looked at reviews for the company, we found out that people have been less satisfied with customer service lately.
Why do we say this?
It appears that contact with customer service is getting worse. The sentiment for “customer service” dropped in 2019 and reviewers who mention the topic seem to give a lower grade than the overall average. Reviewers mention that the company doesn’t have a customer service number, meaning you can only get help through emails or the company’s online chat.
Customers experienced threatening emails about payment. The topic “emails” increased in occurrence and was mentioned in almost 25% of the reviews in 2019. While the topic has been talked about more often, the sentiment around it has decreased. Some reviewers mention that they received threatening emails about payment. Speaking of “payment”, this topic has also increased in occurrence while the sentiment has decreased. In 2019, it was mentioned in almost 40% of the reviews and it has a negative impact on the grade.
Since our analysis shows that several important topics are increasing in occurrence while the sentiment is decreasing. We suggest that Bookbyte take a closer look at their customer feedback to see how they can improve.
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The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.
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