Garmin establishes efficient processes to listen and respond to user feedback

Garmin chooses the gominga Review Manager to monitor, analyze and respond to product reviews and questions on Amazon.

Garmin Deutschland GmbH works with gominga to professionally monitor, analyze and respond to product ratings, reviews and Q&A. The specialist for GPS technology is able to turn review insights into action and engages directly with its customers on platforms such as Amazon.

"We use gominga for monitoring and evaluating the content of incoming reviews and questions. We use the information from our customers’ criticism to improve sales / CRM (e.g. for product launches, the product description on Amazon, to identify product defects, etc.). It also allows us to answer product questions in a consistent manner as a service to our customers."

Thomas Reithner – Teamlead Content Customer Support Garmin Deutschland GmbH

Challenge

The major challenge was to collect and manage all reviews and questions data on Amazon. It was impossible to evaluate customer feedback, respond to individual complaints or questions, and – ultimately – to establish a reporting on those metrics.

Solution

The gominga Review Manager empowers the Garmin customer support team to monitor all product reviews as well as questions on Amazon, respond to individual feedback with the integrated ticket management system and even report on those cases. Professional processes have been established and processing times reduced.

Benefits

Thanks to gominga, the Garmin customer support team can identify root causes for complaints, interact directly with users on Amazon, establish internal feedback loops and KPI reports, and make improvements in terms of marketing and product development. And at the same time reduce processing times.

More about Garmin

For more than 30 years, Garmin Ltd. and subsidiaries have pioneered new wireless devices, many of which feature location technology such as Global Positioning System (GPS), and applications that are designed for people who live an active lifestyle.

Garmin serves five primary markets, fitness, outdoor, aviation, marine, and auto, and designs, develops, manufactures, markets, and distributes a diverse family of hand-held, wearable, portable, and fixed-mount GPS-enabled products and other navigation, communications, sensor-based and information products for these markets. Since the inception of its business, Garmin has delivered over 251 million products, which included more than 16 million products delivered during fiscal 2021.

Source: https://www8.garmin.com/aboutGarmin/invRelations/reports/2021_Annual_Report.pdf

Interview with Thomas Reithner

We sat down with Thomas, who is Teamleader Content Customer Support with Garmin Deutschland GmbH, to learn about his work and how gominga has helped him and his team.

Who are you and what do you do?

Garmin is active in the automotíve, outdoor, fitness, aviation and marine sectors. Our products motivate people to lead an active and healthy life or help them to get from A to B safely. The best known products are navigation devices for cars as well as smartwatches, sports watches and cycle computers.

In which area do you rely on gominga?

Community Management & Sales. Mainly products from the field of fitness, partly also devices from outdoor and PND.

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

The focus was initially on capturing and processing Amazon reviews. A uniform and clear answering of these as well as subsequent reporting/monitoring were not possible up to now.

Why did you choose gominga and its SaaS solution?

With the tool, our team can significantly simplify the above-mentioned processes and process them in a more orderly manner. All incoming issues/tickets for all products are listed in an overview and can be answered directly. The creation of templates has also significantly shortened the processing time.

How did the gominga application benefit you?

Fast and clear processing of reviews
Tapping into answering of customer questions, which was not initially seen as a focus
Possibility to create long-term reports
Monitoring and content evaluation of criticism from our customers from incoming issues/tickets to improve the overview for Sales/CRM (product introduction, product description on Amazon, product defects, etc.)
Internal consultation processes can be expanded further

What do you particularly appreciate about working with gominga?

Background information and changes regarding the Amazon platform are shared as quickly as possible and possible solutions/implementations are offered in the tool. Help is provided immediately – even with open questions. The transparent, uncomplicated and always helpful offer is particularly helpful and is very much appreciated by us.

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

All companies that want to further expand and improve communication and presence towards their customers and can benefit from the before-mentioned advantages.

Thanks Thomas for this interview!

Respond better to user feedback with gominga

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