Customer Support & Reputation Management – Blomp

Client: Blomp (a subsidiary of AiNET)

Role: Customer Support Analyst & Reputation Manager

Timeline: 2022 – Present

Tools Used: Support Ticketing System, Trustpilot, Sitejabber, Reddit, Quora, Email, Internal Knowledge Base

Project Overview:

As a freemium cloud storage platform, Blomp receives high volumes of customer inquiries, feedback, and technical complaints. Reputation on review sites and forums significantly impacts user trust. The company needed someone to manage both reactive support and proactive brand protection across the web.

My Contribution:

• Read and analyzed incoming support messages from users across email, chat, and forums

• Personally tested customer complaints (e.g., upload errors, billing issues) to validate or replicate bugs

• Escalated verified technical issues to the correct development or operations teams for resolution

• Managed Blomp’s public-facing support forum, removing outdated or negative posts that could damage the brand image

• Regularly monitored and responded on third-party review sites like Trustpilot, Sitejabber, and ScamAdviser

• Strategically encouraged satisfied users to leave positive reviews, improving online brand perception

• Tracked conversations and complaints across Reddit, Quora, and other platforms to flag reputational risks early

Impact:

✅ Reduced average support resolution time by quickly validating issues and assigning them to the right team
✅ Preserved Blomp’s brand image by cleaning up outdated/negative public threads and curating active presence on forums
✅ Improved average review rating across multiple platforms through proactive reputation management
✅ Strengthened trust with users by providing responsive and human support across multiple channels