Digital Reputation Management for Gazprombank
Elevated the client to the top 3 in the brand reputation quality index using a digital system: mention monitoring, quick moderation, and comment handling.
- Client
- Gazprombank
- Location
- Russia
- Year
- 2023
Task
Ensuring a positive digital image for Gazprombank, managing brand mentions, and building audience trust through ORM (Online Reputation Management). Collaborating with customer service and related departments to create a unified brand tone across digital channels.
Газпромбанк
🤔 Card payment not going through? App not opening? Transfer delayed?
We've put together a quick guide on what to check first and where to write if the issue persists.
Check the status of the transaction in the app.
Ensure your internet connection is stable.
Message us in the chat — we'll help you troubleshoot step by step.
We're here to ensure your question doesn't turn into a problem 😉
Газпромбанк
Tell us about your experience with the bank: product setup, support contact, transfer, office visit, or app usage.
We read reviews, pass feedback to relevant teams, and improve services where it matters to clients.
Leave a review — it helps make the bank more convenient 📝
Газпромбанк
You mentioned it's not always clear where to find the needed function in the app 🔍
We've compiled the most common questions and prepared tips to help you navigate the bank's services faster.
Thank you for sharing your feedback. It helps make the digital service clearer.
Газпромбанк
A client reached out with a question about a transaction. Initially, the situation seemed contentious, but the support team checked the details, explained the steps, and helped find a solution.
We value such inquiries: they help us see the service through the client's eyes and improve processes 🙏
Strategy
1. Monitoring and analysis of brand mentions:
Analyzed and categorized over 150,000 brand mentions over six months of work.
Developed detailed recommendations for HR, PR, business, and SMM on reputation management.
2. Control and moderation of communications:
Supervising the speed, accuracy, and quality of responses to user messages.
Resolving contentious situations, coordinating responses with the bank's brand platform.
3. Managing customer reviews:
Launched new channels for collecting feedback.
Implemented initiatives to increase the bank's rating on relevant platforms, resulting in a 20% growth over six months.
Газпромбанк
Asked a question in the comments? We see it 👀
If data verification is needed, we'll ask you to move to private messages. If the question is general, we'll reply directly under the post so the solution can benefit other clients too.
The main thing is not to be left alone with your question 😉
Газпромбанк
Banking products shouldn't sound complicated 🙉
We explain in simple terms the difference between a debit card and a credit card, what a grace period is, and what to look for before setting up a product.
The clearer the terms, the more confident the decision.
Results
3
ranked among banks in the first industry Reputation Quality Index (Q4 2021).
+40%
increase in audience trust
Detailed data on reach, engagement, and other marketing metrics for this project are not disclosed due to confidentiality agreements. We respect our client's agreements and do not publish confidential statistics on public platforms.
/ Project team
- Marketing Specialist
- Mikhail Tarasov
- Designer
- Artem Kachanko
/ See also
Other projects
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