Centralised Review and Rating Insights for Enhanced Customer Engagement
Industry:
Hospitality and Customer Review Analytics
Overview
My Customer View is a web-based platform designed to help brands track, analyse, and act on reviews and ratings from multiple online platforms. The solution simplifies review management by consolidating data from Google, TripAdvisor, The Fork, SevenRooms, and Facebook into a single interface. With actionable insights, businesses can enhance customer satisfaction and make informed decisions to improve their service quality and reputation.
Challenges
Fragmented Review Ecosystem Businesses often struggle to monitor reviews across various platforms, making it challenging to maintain a unified view of customer feedback.
Manual Efforts in Data Collection: Tracking and analysing reviews from platforms like Google, Facebook, and TripAdvisor required significant manual effort, leaving less time for strategising improvements.
Timely Customer Engagement Responding to customer reviews in a timely manner was difficult without a centralised system, leading to missed opportunities for building trust and loyalty.
Need for Insights into Performance Trends Businesses lacked tools to identify trends and patterns in customer reviews, hindering their ability to address recurring issues effectively.
Solution
My Customer View delivered an efficient and streamlined platform to address these challenges. Built using WordPress, the system is enhanced with API integrations and web crawling technologies to provide:
Centralised Review Aggregation
Reviews and ratings from Google, SevenRooms, and Facebook are integrated via APIs, while data from TripAdvisor and The Fork is efficiently captured using web crawling. This ensures a single, unified view of feedback from all key platforms.
Actionable Insights and Reporting
The platform offers analytics dashboards to help businesses identify recurring trends, such as common compliments or complaints, enabling targeted improvements.
Streamlined Customer Engagement
Businesses can respond to reviews directly from the platform, allowing for real-time customer interactions and improved satisfaction.
User-Friendly Interface
Built on WordPress, the platform delivers an intuitive and responsive user experience, allowing businesses to access insights and manage reviews without technical barriers.
Results
Improved Review Management Efficiency
Businesses saved over 70% of the time previously spent manually gathering and analysing reviews from multiple platforms.
Enhanced Customer Satisfaction
Faster response times to customer feedback contributed to a 30% increase in positive reviews, reflecting improved engagement and customer loyalty.
Insights-Driven Decision Making
The ability to identify performance trends and recurring feedback patterns empowered brands to make data-driven improvements to their services.
Scalable and Flexible System
The WordPress-based solution, combined with APIs and web crawling, ensures seamless scalability to accommodate additional platforms or new features as needed.
What did The Development Agency do ?
Project Consultation
Paper Works
Research & Planning
Figma
Development
QA
Testing & Launching
Support
Jason Clark
"Fantastic Service!"
My Customer View has been a game-changer for our review management process. It has saved us countless hours and helped us improve our services based on actionable insights. The centralised platform is a must-have for any business in the hospitality industry.
The technology that we use to support
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