Case Study: Samsung Electronics GmbH improves review management and customer experience with gominga

Samsung Electronics GmbH manages reviews across 9 retail platforms with Gominga

Samsung Electronics GmbH and its customer service agency, gkk DialogGroup, faced the challenge of being unable to collect, analyze, or respond to customer reviews and questions from its direct-to-consumer webshop and multiple online retail platforms. This prevented the premium brand from assisting consumers throughout their purchase journey and managing its online reputation effectively. To address this, they turned to the vendor gominga and its Review Manager software.

The gominga solution provided a single tool to efficiently monitor and manage all reviews and questions from nine different platforms, including a professional ticket management system with tagging and templates. This enabled Samsung and its agency to provide pre-purchase advice and after-sales support, directly increasing customer satisfaction and loyalty. gominga's software delivered a scalable and user-friendly way to offer a premium customer experience across all digital channels.

Samsung Electronics GmbH