SMG Adds Data Integrations
Service Management Group (SMG), a customer, patient, and employee experience management company, has integrated ratings and review data from the third-party delivery industry into its online reputation management platform alongside customer feedback and operational data.
SMG's online reputation management platform aggregates location-specific ratings and reviews across the top review sites. With third-party delivery ratings and reviews alongside review data from sites like Facebook, Google, and Tripadvisor, companies now have access to a host of features, including role-based reporting, artificial intelligence-powered text analytics, real-time alerts, and in-platform response.
"Delivery has been a growing part of restaurant and retail operations in recent years, and the onset of COVID-19 has accelerated the growth," said SMG's general manager of social solutions, Jason Norris, in a statement. "As brands have shifted to managing the off-premise and alternative shopping experiences, third-party delivery feedback has become an increasingly important data source. Our platform provides a holistic view of unsolicited feedback alongside customer experience data to help brands activate insights and manage their online reputations."
"As a leading experience management provider, SMG's dual focus on technology and strategic services gives brands a more holistic and actionable view of the customer experience," said SMG's chief operating officer, Ken White, in a statement. "The emergence of new touchpoints brings new feedback channels, and we're continually developing technology and data integration capabilities to help clients listen better and act faster."
SMG Introduces Business Intelligence Software
SMG's business intelligence software helps companies surface insight from both purchasers and non-purchasers.
SMG Partners with Voxpopme
SMG and Voxpopme are teaming up to help companies capture and analyze video customer feedback.
SMG Expands Partnership with FullStory
SMG has entered into an experience management partnership with digital analytics provider FullStory.