Case study · B2B SaaS
Loyal customers, but only the complaints on Reddit.
The situation
LinkedIn automation is a category people research carefully. On Reddit, the questions come up constantly: which tools are worth paying for, which ones are safe to run on your own account, and which ones actually book meetings.
Our client had a solid base of loyal customers. But in those threads, the people talking about them were almost all people with a complaint. The happy customers used the product, renewed, and said nothing. Asking them to post wasn't working either: they had no reason to spend time on it.
So a buyer researching the category got a lopsided picture. The complaints were real and deserved an answer, but they weren't the whole story, and they were the only story anyone was telling.
Why it happens
This is common in B2B software. People who are frustrated go looking for somewhere to say so. People who are satisfied get on with their work. In a category where buyers do their research on Reddit, that silence costs you, because the threads end up describing your product without the people who know it best.
What we did
- Mapped the conversation. Where LinkedIn automation questions are asked, which tools get named, what buyers worry about, and which threads rank in Google and get cited in AI answers.
- Agreed the brief. Topics, tone and boundaries with the client, including how to handle threads with criticism in them.
- Deployed Residents in five subreddits. Each one matched to the community: established members who answer outreach and lead-gen questions in detail, share experience with the tools they use, and mention the client where it's genuinely relevant.
- Left the criticism alone. We didn't remove, bury or argue with complaints. The goal was a fuller picture, not a cleaner one.
- Reported every month. Every thread linked, so the client could see exactly where they showed up.
What changed
- More inbound. More prospects came to the client directly.
- A higher conversion rate to free trial. Prospects now arrive having seen a fuller picture of the tool, not just the complaints.
The takeaway
If your customers are happy and quiet, Reddit will still describe you, just without them. You don't fix that by fighting the complaints. You fix it by making sure the people who know the category well are in the conversation too.
Does your category have the same gap? We'll show you which threads your buyers read, who's talking in them, and where you're missing. Get a free shortlist audit.