Mindshare Technologies, the largest provider in Voice of the Customer (VoC) solutions, today announced the launch of Mindshare OpenTellTM, a patent-pending product that is fully integrated with Mindshare’s VoC platform that collects and publishes customer reviews to the Web for companies in any industry.
OpenTell removes the pain points that often accompany open review websites where anyone can leave feedback, whether or not they have visited the location. OpenTell provides brands with a range of benefits unavailable in the market before now:
· Authenticity – Every review on OpenTell originates from actual paying customers. Only customers with a validation code from their receipt are invited to leave feedback. This approach virtually eliminates spam and fraudulent reviews from influencing public perception.
· Timeliness – OpenTell continuously generates a high volume of reviews (approximately 30-50 responses per month per location) to ensure available reviews reflect recent brand experiences and are continually fresh and relevant. A study conducted by Mindshare found that nearly half of locations (46 percent) on review sites had no new reviews during a 17-month period. Reviews can also be shared through social media channels.
· Accuracy – Because feedback is always based on a statistically significant sample size, reviews on OpenTell offer a comprehensive and accurate representation of the customer experience at each location. In the same study, Mindshare found that most customers (more than 80 percent) have a positive experience with the brands they frequent.
“OpenTell helps brands improve their online reputations by leveraging their most valuable asset – their satisfied customers,” said John Sperry, chief executive officer (CEO) of Mindshare. “Customers have great experiences with brands every day, but millions of positive reviews are locked inside internal Voice of the Customer programs. Consumers today demand greater transparency and more conversational relationships with brands. OpenTell is the most significant step to date in facilitating this fundamental shift in the nature of customer engagement.”
OpenTell is the first product launched by Mindshare following its recent acquisition of Empathica. The combined entity brings together Empathica’s social Customer Experience Management technology with Mindshare’s industry-leading VoC platform and extensive text analytics solutions to offer brands the most comprehensive customer feedback solution set on the market.
Using Empathica’s patented GoRecommend® solution, OpenTell mobilizes brand advocates by inviting customers to share their positive experiences on social media. GoRecommend extends the reach of great customer experiences beyond OpenTell by allowing customers to share their review on Facebook, Twitter, Google+, Yelp and TripAdvisor.
“With the launch of OpenTell, integrated with GoRecommend, we are excited to see the fruits of joining together with Empathica come to market so quickly,” said Sperry. “Through OpenTell, Mindshare is enabling brands to get credit for their efforts online and get that message out to thousands of current and potential customers.”
Leading companies across a variety of industries have already adopted OpenTell, including Hertz, AMF Bowling Centers, Jiffy Lube, Dave & Buster’s, Costa Vida and Shari’s Restaurants.
“We were getting great customer feedback through Mindshare’s VoC program and wanted to promote the experiences our customers were having,” said Jeff Jacobson, COO of Costa Vida. “The ability to be open and transparent using OpenTell helps us create a relationship of trust with our customers. Infrequent reviews cause customer feedback to go stale and don’t provide an accurate representation of Costa Vida. They tend to focus on acting like a complaint line, rather than a fair review of the restaurant. OpenTell’s high volume and frequency of reviews allows us to share a more accurate story of the true Costa Vida experience.”
OpenTell publishes every customer review online in its unfiltered, unbiased form in real time to offer the best indication into the quality of a specific location’s experience. Mindshare’s integrated text analytics capabilities translate raw customer reviews into actionable insights, enabling location managers to address subpar performance areas and continuously improve the customer experience.
For more information about OpenTell, visit www.opentell.com<http://www.opentell.com/>.
About Mindshare Technologies
Mindshare drives operational improvement. Using Mindshare, companies improve operational excellence, foster consumer satisfaction, build customer loyalty, and support employee retention. Our industry experts guide clients in building comprehensive enterprise feedback management (EFM) solutions. Mindshare's proprietary survey technology captures the voice of the customer in real time and immediately transforms it into actionable intelligence through powerful and incisive reporting. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. For information, visit www.mshare.net.<http://www.mshare.net/>