NoBroker
An Indian online real estate platform that connects property owners directly with renters and buyers to eliminate brokerage fees.
Unit Head - Brand Reputation & Customer Experience
Sept 2021 - Jan 2023
Role summery: Led Online Reputation Management & digital initiatives to strengthen trust for India’s largest prop-tech platform.
About Nobroker
Founded in 2014, NoBroker is India’s largest real estate tech platform, eliminating brokerage by connecting property owners, buyers, and tenants directly. Over time, it expanded into adjacent services like NoBroker Pay (rent payments), NoBroker Hood (community app), home loans, interiors, and packers & movers.
By the time I joined, NoBroker was in hyper-growth mode, backed by top VCs, with millions of users across India’s metro cities. The biggest challenge was safeguarding brand credibility in a sensitive, high-ticket industry (real estate) where customer trust is everything.
Our Challenges
My Approch
Blending data, empathy, and storytelling to craft experiences that earn trust and scale growth.
Building the ORM Foundation
Established NoBroker’s first Online Reputation Management team from scratch.
Designed response frameworks and tone playbooks for Google, App Store, Play Store, Quora, Trustpilot, and social platforms.
Implemented ticketing and escalation workflows to ensure faster inter-department resolutions.
Reduced the impact of negative reviews by 40% through proactive engagement and personalized follow-ups.
Strengthening Digital Trust & Communication
Partnered with marketing to design trust-building content for listings, FAQs, and Quora explainers.
Created unified brand messaging across sales, support, and product teams for communication consistency.
Produced educational and testimonial-driven videos that helped humanize the brand narrative.
Launched NoBroker Pay campaigns to boost adoption by 25% through trust-based storytelling.
Data-Driven Brand Intelligence
Built weekly ORM dashboards tracking review volume, response SLAs, sentiment, and ratings across platforms.
Integrated insights with product and operations to reduce repeat complaints by 30%.
Presented ORM performance to leadership, connecting brand reputation metrics to acquisition and retention KPIs.
Advocacy, Culture & Leadership Enablement
Developed scripts, tone guides, and training modules for ORM agents to maintain consistent brand voice.
Initiated customer delight programs — resolving issues with empathy and turning critics into advocates.
Collaborated cross-functionally with SEO, Growth, and Product to amplify positive narratives and suppress negative press.
Elevated app rating from 3.2 → 4.4 within a year, solidifying NoBroker’s category leadership and trust.
Impact & Achievements
Developed scripts, tone guides, and training modules for ORM agents to maintain consistent brand voice.
Initiated customer delight programs — resolving issues with empathy and turning critics into advocates.
Collaborated cross-functionally with SEO, Growth, and Product to amplify positive narratives and suppress negative press.
- Elevated app rating from 3.2 → 4.4 within a year, solidifying NoBroker’s category leadership and trust.
Hear from my manager
Shashidhar is a self-motivated and determined individual who takes a proactive approach to work. You can always rely on him to get any task accomplished. His exceptional skills result in adding a lot of value to the team and overall business. His humbleness and friendliness make him a great team player. He is one of the best talents I have worked with and strongly recommend him for any Customer Experience & Digital Marketing projects. I wish him all the success in his professional endeavours.
Prabir Saikia
Senior Manager at NoBroker
