Improving Customer Insight Through Reviews
When you’re running a business with multiple locations, customer data comes at you from all directions. Marketing teams need that data to understand who they’re talking to, work through feedback, and build campaigns that actually connect. But if pieces of that puzzle are missing, it throws everything off.
In this article, we talk about how Agiliway helped a client fix a gap in their marketing platform, one that was keeping them from seeing the valuable data behind their customer reviews.
What the Platform Does
The client’s platform pulls customer data from different external systems and puts it all in one place where marketing teams can actually use it. Businesses can divide up their audience, launch campaigns, and handle customer feedback without jumping between tools.
The technical setup includes a Python and Django back-end, PostgreSQL for the database, and React on the front-end. Data flows in from third-party services through small ETL servers built on Singer Server technology. These servers grab data, reshape it as needed, and load it into the platform on a schedule.
The Problem with the Review Data
The platform was already connected to the client’s social media business account, where they collected customer reviews. Reviews were showing up in the system, but something important wasn’t there: they couldn’t see who had written them.
That’s a problem. Without knowing who left the feedback, it’s hard to spot patterns, understand your audience, or even respond properly. The client had everything set up on their end, and the integration was running, but they hit a wall trying to figure out why the data wasn’t complete. That’s when they came to Agiliway.
Investigating the Root Cause
The development team started by looking at how the integration actually worked and how their business account was configured. What turned out to be needed was digging into something not everyone thinks about. And it’s how access levels and permissions control what data these third-party systems will actually hand over.
What we found was that nothing was broken. No bugs in the platform, no issues with the data pipeline. The problem was that the business account didn’t have the right level of access to pull the full review details.
We walked the client through what permissions were needed and helped them request the right access. Once that got approved and everything was configured properly, the integration started bringing in complete review data, including who left each review.
Value Delivered
After the issue was resolved, the client gained a clearer and more reliable view of customer feedback. They could finally see who was leaving reviews and use this information to better understand their audience and better respond to feedback.
By identifying the major roadblock and helping the client navigate an unfamiliar permission model, Agiliway removed a critical limitation in the platform. This resulted in better customer data and a solid foundation for marketing and engagement across all their locations.
