This review was last updated July 26, 2013 by RichBohn

This CRM Review examines Mopinion.

In-Depth CRM Review

Mopinion

Mopinion
Van Vollenhovenstraat 35
Rotterdam, 3016BG
Netherlands

Telephone: +31 (10) 8200075
Toll Free:
Fax:
Email: Contact Mopinion
Web: http://www.mopinionlabs.com/

CRM Category: Marketing Support – Cloud
Sub-Category: Social CRM
Seats: Small Enterprise

About the Company:

Customer Feedback software comes in many forms and names. The most commonly used related terms are Enterprise Feedback Management (EFM), orCustomer Experience Management (CEM), Closed Loop Feedback (CLF), and Voice of the Customer (VoC) software.

Which name suits you best is not our main concern though. It is much more important to us that our software brings you new insights that urge your company to act on. Software that, in the daily course of events, puts your customer first.

We help you grow and build a more profitable business by improving your customers’ loyalty and involvement.

The Future

Today’s traditional customer feedback collection tools have recently been undergoing considerable changes. Whereas a lot of companies already survey customer satisfaction and customer experience once or several times a year, new technology now enables businesses to make the voice of the customer heard within your company on a real-time and continuous basis.

As the customer’s opinion is of growing importance within corporate culture and affects your employees’ work on daily basis, it is our goal to transform your organisation into a truly customer-oriented business. After all, the main driving force behind any change and innovation within your company will be your customers. Over the years Mopinion has built up a strong name and the right experience to facilitate the set-up of the optimal process for your company. Our growing success has pushed us even more to continue developing an even better product together with our customers. A product that will help you gain even better results.

Technology

Mopinion offers you a single platform that enables you to collect and analyse feedback from customers and staff on a structural basis. With the current new technologies, it is getting more easy to capture feedback from all the different touch points of your business, both online and offline.

All customer feedback is instantly stored and analysed in our platform, turning feedback into insights. Our reporting platform is centralised and customised to your business needs. Insights are distributed to the right departments and business units within your company through sophisticated dashboards in order for your staff to take the appropriate action. Thanks to our software you are continuously up to date on how customers experience your business. You are always ready to take the next step.

About the Product:

Closed Loop Feedback

Mopinion offers a full SaaS (Software as a Service) solution for setting up and maintaining Voice of the Customer programmes according to the Closed Loop Feedback process. Our software provides you with real time insights from your most important touch points. You have a direct view on how your customers experience your business and where you could improve.

Our dashboards and action management tools enable you to share points of improvement and deploy immediate actions across your organisation. This will then allow you to transform negative customer experiences into positive feedback and continuously monitor if your efforts are indeed resulting in the improvements you aim for. Why else would international top brands go for our software?

Collect

Our technology enables your clients to give feedback when and how it suits them best and provides you with a structured feedback flow in real time. Other than traditional data collection such as online surveys, Mopinion has specialised in unstructured data collection through open feedback forms on the website, product reviews, online customer communities as well as social media.

Multi-channel

One platform for various touch points

You collect feedback through:

Web-based surveys, through an invitation on your website or via e-mail
On-site feedback forms, open feedback through your website
Product reviews & ratings, through your online shops
Community, service and support communities integrated in your online channels
Mail, direct response by e-mail
IVR, in-and outbound telephone surveys
SMS, invitations an surveys through SMS messages
Devices, (open) feedback apps on mobile phone or tablets
On location, survey cards, mobile devices and displays
Social media, feedback through social media such as Twitter and Facebook

Advanced technology

Tailor-made solutions

Our data collection platform is a flexible and scalable cloud solution suitable for high volumes. Our software can be perfectly integrated into your own IT processes such as CRM systems. Our surveys are easy to deploy and offer the possibility of introducing complex routing into your survey questions.

Your very own look and feel

Full integration into your corporate visual identity

As a part of our technology is used within your own online channels, we fully customise our solutions to your company’s look and feel. Our designers work with renowned world brands on a daily basis, and they will create a layout that is not distinguishable from your own.

Global network

World presence

Our platform enables you to collect data through a global network. When it comes to collecting feedback online, this seems a given. However, we can also connect other touch points such as telephone services and retail locations to the platform on a global scale. Mopinion partners with several well-known third parties offering data collection through tablets, IVR and SMS messages all around the world. We have the possibility of setting up our projects locally in offices in more than ninety countries worldwide.

Do it yourself

Satisfied with your own data collection methods?

If you are satisfied with your own or current collection methods, we can easily integrate this into our system, which is specially designed to connect external sources and different web standards. You can also choose between capturing data at set times during the day or continuous real-time collection.

Data integration

Easy to connect your own systems

It is interesting to analyse the customer’s profile who has just given feedback on your business. That’s why we are able to easily integrate your CRM data and other sources into our system. This will then allow you to check customer history if you wish to handle a complaint more profoundly. Our system is designed to exchange data with other systems in a quick and safe way. Furthermore, we are able to import data form your systems directly into the Mopinion platform, or we enable you to push your information through to us.

Not only do we import file formats such as xls and csv, we can also use API’s and secured transfer protocols such as SSH and SFTP. Our systems are set up to automatically clean up, validate and standardise different types of data.

Analyse

Our analysis tools give a clear and immediate overview of how your customers experience your business, in good and bad ways. For us, it is of extreme importance to focus mainly on the end user; that is, those people who use the Internet and mobile apps as a consumer. This is our specialty. We understand more than anyone to what extent a call center agent, a marketeer or an account manager needs to be able to access the right information quickly and easily. Therefore, we like to keep it simple for everybody on the outside, as usability is our main concern.

Dashboards

Insights distributed to the right places

The Mopinion dashboards offer a continuous and real-time overview of your company’s performances. All dashboards will be customised to each and every user’s tasks and responsibilities within your company, from board member and marketeer to call center agent. In this way, every member of your team has constant access to the most relevant information for his or her specific position. You are always prepared to take your business to the next step.

Text analytics

We will help you see clearly

Our system analyses large amounts of open comments on a daily basis. Our solution offers you a clear overview of the most important issues and the most popular feedback topics on all channels. You will continuously be up-to-date when it comes to what your customers talk about in their tweets, community website discussions, or the open feedback forms on your website.

Recover

Not only can you learn a lot from feedback, you can actually use it directly to improve your business. This is what your customers expect. Why else would they take the time to share their feedback on your company? In this respect, the one and only secret to a successful Closed Loop Feedback programme is the ability and willingness to transform a negative customer experience into a positive one.

Action management

Turn feedback into action

Our action management tools enable you to immediately link the appropriate actions to an unsatisfied customer’s feedback. Herewith, you use your customer insights to improve your business straight away and to win back your customers. Not only your employees accountable for the affected business segment, but also your managers will be responsible for deploying the right actions for improvement, whether this entails calling back a customer or streamlining an internal process. You will thus have a clear overview of the progress, performance and productivity of your business.

Workflow and communication

Know what people expect from you

One of the primary aspects of our action management application is assuring that employees involved know what you expect from them. Therefore, we enable you to:

Record all actions in a log
Automatically link actions to bad scores
Assign different feedback topics to your employees
Send out alerts when no action has been deployed yet
Link CRM data to customer profiles and actions
Add comments to your actions
Record and present progress in dashboards
Change an action’s status directly by e-mail

Improve

Mopinion has developed an intelligent set of tools that enable you to implement improvement within the different departments of your business based on customer feedback. This will then allow information to flow through to the right places in your organisation. Your employees will then be assigned specific targets in order for them to continuously monitor if they are still performing the way they should.

Sharing insights

Keep everybody up to date

Our software is like a framework for your organisation; we will incorporate your organisation’s hierarchical structure to allow the information to flow through to the right places. Our daily, weekly and monthly insight summaries make sure that all the necessary customer insights are distributed to the right business units, departments and employees. After all, you want your employees and your internal processes to meet your customer’s needs.

Setting targets

Keep priorities clear

Following your business rules, we allow you to automatically notify the responsible employees whenever their performances are not in line with management expectations.

Happy customers are your company’s best marketing tool. Consumers are increasingly using comparison sites and social media to find out what others think of a product or an organisation. Your business is now facing the challenge of capturing this feedback and using it for the right purposes. Our platform allows you to publish feedback to social media and your online channels to convince new customers to buy your products and services.

Publishing

Your customers are your ambassadors

The Mopinion platform offers several possibilities of sharing customer experiences through online channels. You can use the following tools:

Score widgets
Customer reviews
Communities
Social sharing

High ROI

More fans, more business

Our sharing technology guarantees a high return on investment for the following reasons:

Web pages with customer reviews have higher conversion rates
Thanks to your transparency, hesitating customers find the information they need to be persuaded into buying your product
You generate more web traffic through organic search and social media
You receive more leads because of your openness to interactive dialogues with your customers

Price:

For complete pricing details, please contact the company directly.

For a proper demo of this CRM solution:

For a proper demo of this CRM solution, please contact the company directly.

Rich’s View of Mopinion:

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