Protecting the reputation of our customers and preserving the authenticity of the feedback collected are two of our main post-generation priorities. It is for this reason that, once collected, the feedback goes through several processes of quality assurance and compliance. It is also for this reason that we make sure that feedback is processed quickly and easily by the relevant department. After all, speed is of the essence when dealing with customer or employee grievances. A quick reaction to a negative experience is already half the battle, and will much more likely be accompanied by a positive result.

Quality Assurance & Compliance

eKomi believes in protecting the integrity of your feedback. This feature protects your reviews and safeguards your reputation from anything conflicting with our strict policies and guidelines.

All customer feedback we collect passes through our Customer Feedback Management system. The first layer of detection is an automatic algorithm that checks for certain language patterns and mentions that could go against review regulations. For example, personally identifiable information, hate speech, competitor mentions would all violate general 3rd party review guidelines and compromise the syndication of your reviews. As a Google-approved 3rd party review syndicator, we approach your reputation from a neutral standpoint to ensure that there is no conflict of interest, thus adding that extra level of trust needed to grow your business.

After this check, we apply a second, human layer of verification. Our dedicated Customer Feedback Management team reads every review we collect to identify anything that our algorithms might have missed or could not detect. Here is where we truly help our customers by ensuring the legal compliance of their reviews. Any libelous or defamatory content is thoroughly combed, flagged and replaced with asterisks, so that the content is no longer decipherable, that way ensuring that your reviews preserve their inherent reputation-building and marketing value. If your business receives any negative feedback, eKomi’s platform allows you to publicly address the critique. Addressing customer issues from a public standpoint is a great way to reflect engagement, manage your brand, and protect your public image. Responding to negative feedback in a respectful and polite manner creates a customer-centric perspective that will build value for your business and brand.

Dialogue

Not every customer will have a good experience with your company- this is unfortunately inevitable. However, by addressing negative feedback on an individual basis, and engaging with the customer or employee personally through our private portal, you can seek to rectify any issues or poor service to redeem your business. Not only might you lead them to change their review, but you will also have the chance to turn those negative reviews into 5-star reviews. By cultivating and reinforcing customer loyalty, you reflect a deep commitment towards providing a positive experience for your customers.

Workflows

Addressing your feedback quickly and efficiently is an important ingredient of excellent experience management. Our advanced Workflows technology targets to automate and streamline your process landscape. For example, our technology allows our partners to automatically direct any type of feedback to the relevant department so they can handle it immediately.

By definition, reviews, which are a vital component of feedback, come in the form of unstructured free text. Allowing people to express their opinion without the constraints of predetermined options means that your feedback is information-rich and highly personalized. While this is positive, it also adds a level of complication to analyzing high volumes of reviews. It is for this reason that we emphasize the importance of structuring your data.

Semantic Analysis

Through machine learning, we have managed to analyze the sentiment behind a review, and can turn a sentence into highly structured data. Our enrichment algorithm is constantly improving its ability to recognize and evaluate semantic patterns adding descriptive keys to recognize certain patterns which indicates whether something is positive or negative, and to what topic it is related. This technology makes it easier to determine which aspects of your products, services or business customers are most and least satisfied with and integrate these business insights into management decisions.

Tagging

However, any meaning our algorithms may have missed will be spotted by our human verification team. While reading each review, our Customer Feedback Management team can categorize a review, or sections of a review, according to a pre-set list of criteria, to provide you with the exact data you need.

Not only do we present you with the structured data, we take it a step further to help you assimilate this data as easily as possible through our flexible dashboards and our benchmarking tool.

Pulse

As the name states, keep your finger on the pulse of your experience management thanks to our customizable and flexible dashboard, populated with real-time statistics. Choose as many criteria as you need, and display these in tables or graphs, whatever is most appropriate to visualize the information required.

NPS

Collect your Net Promoter Score with any feedback you request, and visualize it on your dashboard, so that you can compare your customer loyalty and performance with that of your competitors.

Aggregation

Manage all of your online reviews from one convenient platform for a realistic overview your reputation. Our aggregation software calls for reviews from any and all online platforms, whether these be for your business or for your products. You decide what you wish to target. Social Media, Rating Platforms, Search Engines, all of these sources can be crawled and their reviews presented to you for management. Reply to, forward, or share any review you like without having to individually log in to every account. Bring your online reputation management to the next level.

Q&A