Samsung and its CS agency successfully manage reviews from its DTC webshop & multiple online platforms

Samsung and its customer service agency work with gominga to monitor, analyze and respond to online reviews and questions from its own DTC webshop as well as from multiple online platforms.

Samsung Electronics GmbH selects gominga to professionally monitor, analyze and respond to ratings, reviews and Q&A across various channels. The leading consumer electronics brand and its customer service agency gkk DialogGroup use the review management software to manage customer feedback and value the ease of use and scalability of the tool.

“Nobody knew how to collect, consolidate, analyze and most of all reply to reviews and questions from multiple channels. Then gominga has delivered a great solution for various platforms in a single source. This includes not least our own Samsung e-store, where we use Bazaarvoice to display product reviews.”

Annika Bald – CX Project Coordinator / gkk DialogGroup on behalf of Samsung Electronics GmbH

“We are aware that many customers use Amazon reviews to inform themselves, to research, compare and find out more about a planned purchase or product, even if they do not intend to buy at Amazon in the end,” says Marcus Nessler, who is Head of Customer Experience at Samsung and responsible for customer communication with all customers who are not directly served.”

Marcus Nessler – Head of Customer Experience / Samsung

Challenge

Samsung was not able to collect, dissect and evaluate or let alone respond to customer feedback. While customers left reviews for its brand, its webshop and its products, the company had no means to manage those. The team wanted to assist consumers before, during and after their purchase decision. As a premium brand, Samsung always thrives to offer a premium customer experience across all touchpoints along the customer journey.

Solution

The gominga Review Manager empowers Samsung to manage all its reviews in 1 single tool. Customer feedback on Samsung’s products and services from various channels is collected and can be dealt with in a fast and efficient process. Especially the professional ticket management system with features like tagging, templates, ticket status etc. make it an easy and scalable solution.

Benefits

Thanks to gominga, Samsung and its customer service agency can provide a premium customer experience across all digital channels. This has been a major step as not only online marketplaces such as Amazon but also the DTC webshop have become extremely important. The team can now offer both pre-purchase sales advice and after sales services. As a result, customer satisfaction and loyalty are increased.

More about Samsung

With the success of its electronics business, Samsung has been recognised globally as an industry leader in technology and now ranked as a top 10 global brand.

Samsung Electronics inspires the world and shapes the future with transformative ideas and technologies that give people the power to discover new experiences. With a constant focus on innovation and discovery, we keep redefining the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, network systems, and memory, system LSI, foundry and LED solutions.

Source: https://www.samsung.com/uk/about-us/business-area/

gkk DialogGroup is one of the leading dialog marketing agencies in Germany and combines the entire spectrum of modern dialog communication under one roof.

Source: https://www.gkk.de/

Interview with Annika Bald

We had the opportunity to sit down with Annikca, CX Project Coordinator at gkk DialogGroup, and speak with her about her daily job. On behalf of Samsung Electronics GmbH, she and her team work with the gominga Review Manager. They manage and respond to reviews and questions for Samsung on several online platforms.

Who are you and what do you do?
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.

In which area do you rely on gominga?

We monitor and handle reviews and questions in all business units of Samsung and on 9 different retail platforms.

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

Nobody knew how to collect, consolidate, analyze and most of all reply to reviews and questions from multiple channels. Then gominga has delivered a great solution for various platforms from a single source. This includes not least our own Samsung e-store, where we use Bazaarvoice to display product reviews.

Why did you choose gominga and its SaaS solution?

Our client Samsung opted for the gominga solution. We use the solution successfully every day.

How did the gominga software benefit you?

Efficient monitoring of reviews and – if the functionality is enabled by the retail platform – direct communication with customers interested in buying. In this way, we 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 positively surprised and enthusiastic about our great service.

What do you particularly appreciate about working with gominga?

Our contacts at gominga have a solution ready for most questions – if not 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 what 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.

Working on reviews and questions, we love the simplicity of tagging tickets, the ability and clearity of the ticket status, and the employee responsibilities per assignment and the individually created text blocks and templates. All of this makes our review management easy.

Which advice would you give someone who is considering to use the gominga software?

When managing 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.

Thanks for this interview!

Learn how to manage user feedback with gominga

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