Case Study: Plow & Hearth improves customer service and feedback management with eComEngine

Plow & Hearth - Customer Case Study

Plow & Hearth, a US-based retailer with multiple brands and a busy multi-channel online presence, needed a faster way to manage customer questions, product reviews, and feedback across Amazon Seller Central, marketplaces, social media, and brand websites. With a small online customer experience team handling a high volume of daily interactions, keeping up with Amazon feedback and negative reviews was especially time-consuming.

eComEngine’s FeedbackFive helped Plow & Hearth easily surface and respond to negative feedback and negative or neutral product reviews, while also making it simple to switch between brands. As a result, the team saved significant time, improved responsiveness, and even noticed an uptick in overall product reviews and feedback after implementing eComEngine’s solution.

Plow & Hearth

Sandra Auer

Online Customer Experience Specialists