Info - gominga

Do these challenges sound familar to you?

We are your ultimate destination for seamlessly managing ratings, reviews, and customer inquiries, where we empower businesses to actively engage with their customers and translate valuable review insights into meaningful actions that drive success.

Global Brands Trust gominga

4 departments, 4 challenges, 1 solution

Lorem ipsum dolor sit amet consectetur adipiscing elit nam, aenean vitae class ultricies placerat erat nisi eget, et natoque neque lacus fringilla hac arcu. Montes faucibus tristique eros ullamcorper semper ridiculus platea imperdiet.

Product Development

Analyze all reviews and identify quality issues. Use insights to improve your products

Marketing

Use customer feedback to precisely address questions and pain points of your target group in advance.

Sales

Identify all strenghts and weaknesses of your products and adapt your customer offer to them!

Customer Service

Answer all reviews and questions from customers from one tool across all platforms.

Turn your customer reviews into innovation!

Get transparency and overview of all customer feedback. Gain real-time consumer and market information. Alerts help to stay informed about urgend issues.

Deep insights and analysis of your current and future customers interests in real time
Identify weak points quickly
Gain insights into the wants and needs of your competitors customers through public reviews
Complete market overview with one click
Resolve product issues faster
Receive targeted email alerts on specific keywords that appear in customer reviews and questions without having to log in

Best practice: Product Development for SAMSUNG

The challenge: Insights into customer perceptions of one’s own products are of course not only interesting for customer service. Product management, research and development or quality assurance also benefit from the data.

The solution:

The gominga Review Manager enables Samsung to manage all reviews in a single tool. Customer feedback on Samsung products and services from different channels is collected and can be handled in a fast and efficient process. Especially the professional ticket management system with features like tagging, templates, ticket status etc. make it a simple and scalable solution.

Marcus Nessler

Head of Customer Experience Samsung Electronics GmbH

Answer common questions on the product page with a detailed description.

Optimize product detail page content and your marketing campaigns – by knowing what your customers are asking and thinking.

Adaption of marketing measures & range of services to customer needs
Detection of problems and deficiencies through an early warning system & avoiding subsequent problems
Crisis communication: how are we talked about?
97% of customer needs captured in traditional market research interviews were also present in Amazon reviews. So the quality of online reviews can rival expensive market research. (KelloggInsight)
Analyze customer feedback (measure, understand & troubleshoot)
Answer frequently asked questions directly on the product page

Best practice: Marketing for LG

The challenge: LG Germany lacked market expertise and consumer knowledge. There were reviews, but no one was able to monitor and analyze the feedback. Accordingly, the team had no way to influence content and consumer behavior.

The solution:

With the gominga Review Manager, LG’s marketing team can easily access market data and identify new consumer trends. Customer feedback from various online channels is collected and synthesized. This data can be accessed at any time and from anywhere, allowing for quick action

Frank Sander

Head of Marketing LG ELECTRONICS

Increase your revenue through better ratings by identifying and reporting inappropriate reviews.

Identify inappropriate reviews and request their deletion to optimize your average star rating. Our customers achieve a deletion rate of 20-40%.

More sales through better rankings
Detection of problems and deficiencies through an early warning system & avoiding subsequent problems
Crisis communication: How are we talked about?
Adapt service offering to customer needs
Analyze customer feedback (measure, understand & troubleshoot problems)
Immediately identify inappropriate reviews
Gain competitive advantage, easily create market overview & become a driver of innovation

Best practice: Sales for KÄRCHER

How important is review management for competitive analysis?

Today, we already analyze on various dimensions what customers mention positively or negatively about competitor products. We often score points here in terms of performance and quality. At the moment, we are still focusing very strongly on star ratings. But in the long term, pure star ratings will no longer help us; instead, we need sentiment analyses and AI systems that can analyze Kärcher’s strengths and weaknesses compared to the competition.

Marc Rottmann

Senior Specialist Market Research Alfred Kärcher SE & Co. KG

Edit more efficiently by answering reviews & questions across all platforms – with one tool!

Monitoring, notifications, analytics and engagement for your reviews and questions on your DTC branded web store as well as your marketplaces – all in one tool.

Interact with users, address their concerns. Our customer-centric omnichannel platform for immediate and detailed answers.
Overview and process simplification: by accessing all marketplaces in one tool. No cumbersome logging in between different marketplace accounts!
Fulfillment of corporate KPI's like response time reduction or staff efficiency
Use staff efficiently
Reduction of the return rate of the product(s)

Best practice: Customer Service for GARDENA

The challenge: GARDENA wanted to efficiently manage customer feedback on various online marketplaces such as Amazon across multiple countries. Previously, it was very time-consuming to monitor and respond to individual product reviews or questions, as customer service representatives had to manually log into multiple backends.

The solution:

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 like Amazon. The gominga SaaS tool saves time and money by enabling systematic handling of customer feedback. In addition, the solution can be integrated with CX systems such as Zendesk.