Annika Bald/ CX Project Coordinator/ gkk DialogGroup on behalf of Samsung Electronics GmbH
My name is Annika Bald – I am CX Project Coordinator at gkk DialogGroup and
I use gominga extremely successful for our client Samsung Electronics GmbH.
”Nobody knew how to incorporate, consolidate and most of all reply to reviews and questions from other vendors. Then gominga has delivered a great solution for various vendors from a single source. This includes not least our own Samsung e-store - with a detour via bazaarvoice.
Annika BaldCX Project Coordinator
Q&A
Annika Bald
CX Project Coordinator / gkk DialogGroup on behalf of Samsung Electronics GmbH
Who are you and what do you do?
In which area do you rely on gominga?
We monitor and handle reviews and questions in all business units of Samsung and meanwhile on 9 different vendor platforms.
What was your situation in the company or what was your main problem and how was it solved using the gominga application?
Nobody knew how to incorporate, consolidate and most of all reply to reviews and questions from other vendors. Then gominga has delivered a great solution for various vendors from a single source. This includes not least our own Samsung e-store – with a detour via bazaarvoice.
Why did you choose gominga and its application (SaaS)?
Our client Samsung opted for the gominga solution. s Unser Kunde Samsung hat sich für die gominga Lösung entschieden. We use the solution successfully every day.
How did the gominga application benefit you?
Efficient monitoring of reviews and –if enabled by the vendor platform- direct contact with customers interested in buying.
In this way, we can not only provide purchase advice, but also support customers in after-sales. If reviews reveal unanswered questions or concerns, we proactively support and work on customer satisfaction and loyalty. It is a particular pleasure when customers are surprised and enthusiastic about this great service.
What do you particularly appreciate about working with gominga?
Our contacts at gominga have a solution ready for most questions – even if not always immediately, our concerns always come on the agenda and we do not have to fear a standstill. We can turn to them at any time and are looked after closely and efficiently – a big ‚thank you‘ for that!
What differentiates the gominga Review Manager from other review management tools?
The tool is wonderfully clear, at a glance you can see how much is going on and what needs to be done. Moreover the gominga solution offers practical functions such as the graphic display of volumes and changes in star values/trends.
In review management we swear by simple tagging, the clear status and employee responsibilities per assignment and the individually created text blocks and templates.
Which decision support would you give someone who is considering to use the gominga application?
When processing questions and reviews you can directly influence the customers purchase decision – this is a powerful tool that should be used. gominga enables this in an efficient and user-friendly way.
Who would you recommend gominga and its solutions to and why?
All companies that value customer satisfaction and loyalty should not ignore the reviews and questions on the various sales platforms.