Ekomi launches customer feedback software in UK

Ekomi has announced the official launch of its customer service and satisfaction feedback software into the UK market to improve customer trust, service and the online buying experience.

The Ekomi solution works by e-mailing customers who have purchased from a retailer's website to ask them for feedback on their shopping experience with the retailer with three questions: what star rating would you give this retailer; do you have any comments about the service; and would you buy from this retailer again? Five-star responses are automatically posted to the Ekomi application on the retailer's website, which is customisable to match the look and feel of the site.

Every response with less than five stars is individually managed by Ekomi's customer service team to ensure, for example, that the lower review was not a result of the customer providing inaccurate information, therefore helping the retailer to 'problem solve'.

The company said it will even provide mediation if necessary.

If, after five days, the retailer has not succeeded in improving the customer's view of the company then the review is posted to the Ekomi application on the retailer's website.

Ekomi said the three most important benefits to the retailer of using its feedback solution are increased visitor and customer trust, enhanced customer loyalty through improved relationships, and the ability to react swiftly to the information that customers provide.

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