With the gominga solution we are present where our clients communicate with each other. We are able to react to all reviews and questions on Amazon from one single application, with single log-in and can communicate directly with the customer – visibly for all other clients. The ticket system, templates as well as the possibility to create text blocks facilitate a relaxed and efficient handling.

Q&A

Markus Kräutle

Leiter Customer Service / After Sales Germany / GARDENA Manufacturing GmbH

Who are you and what do you do?

Markus Kräutle / Leiter Customer Service / After Sales Germany / GARDENA Manufacturing GmbH

With its headquarter in Ulm, Germany, GARDENA is the leading brand for high-quality garden tools in Europe and in more than 80 countries in the world. GARDENA achieves this by offering a comprehensive product range, independant of whether for watering, lawn care, tree and shrub care or tillage.

In which area do you rely on gominga?

Active review management – the efficient handling of reviews and questions on Amazon.

What was your situation in the company or what was your main problem and how was it solved using the gominga application?

To be able to answer, handle and publish everything on Amazon from just one application means aquick, relaxed and therefore efficient review management for us.
To publish answers and comments on Amazon directly from one tool with single log-in. A separate log-in in different vendor accounts is not necessary.
Another crucial reason to opt for the gominga solution is the possibility to integrate the software easily into our existing IT-environment – connecting it to Zendesk.

Why did you choose gominga and its application (SaaS solution)?

The solution provides a ticket system with templates and text blocks enabling us to to manage reviews in a relaxed and efficient way.

How did the gominga application benefit you?

Our perception of review management is, that it is a communication channel similar to e.g. e-mail or Social Media. By the reliable and steady handling of questions and reviews we offer a continuous, product focussed consultation on Amazon and thus generate valuable insights for our product development.
Thanks to the gominga software, new reactions of a client to our comments on Amazon are captured and directly assigned to the original official in charge.

What do you particularly appreciate about working with gominga?

The flexibility and the readiness of gominga to go „the extra mile“ by taking up even demanding requests from our side and to make necessary amendments to the gominga system.

Who would you recommend gominga and its solutions to and why?

To all up-to-date branded item manufacturers who would like to improve the online-reputation of their products.
A brand should be present where its clients communicate with each other.
Whether its in the Amazon community or in Social Media channels – the brand owner should join in.