Analyzing and evaluating user-generated content

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The customer-oriented positioning of companies should therefore look like this.

On the one hand, comprehensive customer service involves interacting with customer reviews and questions. This can be done by answering questions or responding to reviews. This way, prospective customers on marketplaces and other platforms feel noticed, supported, and well-advised. The key word in the modern marketplace world is "customer centricity."

In the form of reviews and questions is another important measure for good fusion database customer experience management. This allows potential improvements or product pain points to be identified and improved based on customer feedback. This type of data is also significantly more meaningful and cost-effective than often artificial, traditional market research. R&D departments can thus be empowered and contribute significantly to the customer experience.

Good customer experience management and 360-degree customer support are therefore only possible with effective review management. Review management addresses the aforementioned aspects: interaction, analysis, and evaluation of customer reviews and questions. The challenge, however, lies in the aggregation and central management of the multitude of digital sales channels and touchpoints. These can include, for example, brand web shops, marketplaces such as Amazon or Alibaba, Google My Business, or app stores. The simplest solution here is the use of review management software (for example, from gominga ). This creates an efficient solution in which all platforms, reviews, and questions can be centrally managed and evaluated.