Lugg is an on-demand moving and delivery platform serving 75% of the U.S. population. They handle everything from apartment and home moves to retail and Facebook Marketplace deliveries, to donation and junk hauls, and more. As Head of Marketing, Holly focuses on Lugg's omnipresence, a major part of which is brand awareness and perception.
Managing, monitoring, and scaling our reviews is a big piece of the puzzle for any service-based business where trust matters more than anything. Luggers are in people's homes, touching their most personal and prized possessions. I want anyone searching for “movers near me” or how to get a couch delivered across town to be able to easily find the review they need for peace of mind.
Before Reviewflowz, Lugg had no real tool for review monitoring. They used Reviewbot to bring in reviews to Slack, but that's where the integration stopped. They had no way of tracking and monitoring reviews and customer sentiment over time. Reviewbot was doing the bare minimum for Lugg, which was bringing reviews into Slack for monitoring.
Unlike traditional moving companies – many of which struggle with poor customer feedback – Lugg consistently gets great reviews. Which makes tracking the bad ones even more important. They tried manual monitoring and exporting to a spreadsheet for a while, but that resulted in hours of time spent on a task they knew could be automated.
Lugg responds to every single review, and timing is important – especially for the rare negative one. One of Holly's main gripes with Reviewbot was the lack of features and support. She often reached out to their Support Team and waited weeks for a reply.
They didn't support Trustpilot or BBB integrations, meaning those reviews never came into Slack and had to be monitored by another team. It created a siloed review environment where not everyone had access to the full picture.
Additionally, just like when you want to try a new restaurant and go straight to the reviews, “Lugg reviews” was a top branded search term, but Lugg had no dedicated page to display their reviews. Their ratings were sprinkled throughout the site, but there was no single page displaying relevant reviews based on a use-case and location.
We did a bit of research and digging, ultimately landing on Reviewflowz because it checked every single box.
Lugg needed a platform that could do it all – a central review management system that allowed them to connect multiple Google Business Profiles, multiple Yelp profiles, the App Store and Google Play Store, BBB, and Trustpilot.
They also needed a platform that was easy to use, affordable, and offered the integrations they required (Slack and API access to display reviews on lugg.com).
The Slack integration was super simple and surprisingly easy to set up. The customer support at Reviewflowz is really what blew me away, though. Every question was immediately answered. I think we were fully set up within the first day of sign-up. I brought in my Dev Team to make the transition smooth, but it didn’t require much technical work
Using the Reviewflowz API to display reviews and ratings on the website has been the most fun part to build.
Using the Reviewflowz API, the Lugg team built out lugg.com/reviews – a dedicated landing page that displays relevant reviews based on use case and location.
The really cool thing about this page is you can select specific use cases and locations to see reviews specifically related to that use case and location using reviewflowz’s AI tagging feature.
The goal here is trust and visibility, giving their users and potential customers exactly what they're searching for.
The team was suddenly able to see every review in near real time across all of their platforms. This resulted in faster response times, increased visibility, and better team collaboration. They can now collectively chat about reviews, learn what went wrong, how to improve for the future, and reply faster and more seamlessly than ever.
They set up weekly summaries for a high-level overview. This helps them track correlations between demand, supply, and the seasonality shifts they see in the moving industry. The whole team uses them—from C-suite leadership to Operations Associates.
The biggest shift has been faster response times and far less siloed review management.
Second is better team alignment and visibility. Lugg truly cares about every review that comes in—good or bad. If something goes wrong, they proactively reach out to the customer to make things right. This is streamlined and now easily managed because of Reviewflowz.
In today’s age, having a tool to manage reviews across multiple locations and platforms is central to brand perception and development. Word of mouth still matters way more than you might think, and reviews are like public endorsements from real users. It’s a gold mine if you know how to tap into it and use it to your advantage.
About 6–9% of new users are landing on a lugg.com/reviews page as their first point of contact with the brand. That's a staggering metric and demonstrates how users in the research phase of their purchase journey are looking for trust signals from other users. Trust matters more than ever, and having these pages has improved SEO and drives additional conversions.
The support responsiveness really exceeded my expectations. Every question was answered and every concern addressed. This allowed us to build fast, which is what we do best. We weren’t stuck waiting or sifting through help articles—we could actually talk to the Reviewflowz team and get detailed help. This amplified the whole experience, from syncing review profiles to connecting the API.
Holly leads marketing at Lugg and is passionate about making the utilitarian task of moving into something people actually want to rave about. When she’s not working, she enjoys spending time with her husband and their two rescue cats. Her dream home is a colonial-style farmhouse on acreage in the Vermont countryside.