GARDENA, the leading brand for high-quality garden tools, works with gominga to improve its online reputation. Social listening and customer engagement are key, especially for major platforms such as Amazon.
The GARDENA customer service team values the ease of use and one-stop-shop approach of the gominga Review Manager. This allows GARDENA to listen and respond to user feedback across platforms in a very efficient way.
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 a single log-in. We can communicate directly with the customer – visibly for all other clients. The ticket system, with templates as well as the possibility to create text blocks facilitates an easy and efficient workflow.
Markus Kräutle – Head of Customer Service / After Sales Germany / GARDENA Manufacturing GmbH
At a glance
GARDENA wanted to efficiently manage customer feedback on different online marketplaces such as Amazon across several countries. Previously, it was very time consuming to monitor and respond to individual product reviews or question as customer service agents had to manually log into several backends. Customer service KPIs and analytics were not available. Consequently, the team was not able to professionally manage its online reputation on those channels.
The gominga Review Manager enables the customer service team to stay on top of things. All user feedback data in terms of reviews and questions is automatically collected in 1 tool. No need to separately login to individual vendor accounts. The integrated ticket management system with its built-in template and textblock functionalities allow an easy and efficient process to interact with users.
Thanks to gominga, GARDENA is able to be where its customers are. The company can now improve its online reputation on the most important online platforms such as Amazon. The gominga SaaS tool saves time and money as it allows a systematic handling of consumer feedback. Additionally, the solution can be intergrated into CX systems such as Zendesk.
More about GARDENA
Based in Ulm/Germany, GARDENA is the preferred brand for millions of home and garden owners worldwide when it comes to garden care. That is because GARDENA offers a complete range of everything you need for your garden – whether it is watering systems, pumps, lawn care, tree and shrub care, garden tools, or soil cultivation.
Today GARDENA is the leading brand for high-quality garden tools in Europe and represented in more than 80 countries all over the world. It takes an emotional approach to address those who regard their own garden as a “living space close to nature” and a place of well-being, recreation, and fun.
Since 2007 GARDENA is a member of Husqvarna Group. As a separate division, GARDENA enjoys sufficient independence to focus on the needs of passionate gardeners and the strengths of the brand.
In the context of the entire company GARDENA can benefit from the size and strength of the Group, use their resources efficiently and purposefully build on the shared knowledge.
Interview with Markus Kräutle
We speak with Markus Kräutle, Head of Customer Service / After Sales Germany at GARDENA Manufacturing GmbH, to learn which challenges he and his team face and how they use the gominga Review Manager in order to professionally manage customer feedback on online marketplaces such as Amazon.
Who are you and what do you do?
My name is Markus Kräutle and I am the Head of Customer Service / After Sales Germany at 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 product 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 SaaS tool?
To be able to answer, handle and directly publish everything on Amazon from just one application means a quick, easy and therefore efficient review management process for us. To publish answers and comments on Amazon directly from one tool with a single log-in is a major benefit. A separate log-in for different (country) 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, for example.
Why did you choose gominga and its SaaS solution?
The solution provides a ticket system with templates and text blocks enabling us to to manage reviews in an easy and efficient way.
How does the gominga solution 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 user to our comments on Amazon are captured and directly assigned to the original customer service agent handling the case.
What do you particularly appreciate about working with gominga?
The flexibility and the willingness of gominga to go „the extra mile“, to partner and to take into account new and sometimes challenging requests from our side and to implement feature requests to the gominga system.
Who would you recommend gominga and its solutions to and why?
To all modern brands that want to improve the online-reputation of their products. A brand should be present where its clients communicate with each other. Whether this is the Amazon community or Social Media channels – the brand should engage and join in the online discussion.
Thank you Markus for sharing those insights!