• November 12, 2013

Mindshare Launches OpenTell for Customer Reviews

Mindshare Technologies, a provider of voice of the customer (VoC) solutions, today launched Mindshare OpenTell, 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 Web sites where anyone can leave feedback, whether or not they have visited the location.

OpenTell provides brands with the following capabilities:

  • Authenticity: Every review on OpenTell originates from actual paying customers. Only customers with a validation code from their receipts 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. 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.

OpenTell is the first product launched by Mindshare since its acquisition of Empathica in October. 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 reviews on Facebook, Twitter, Google+, Yelp, and TripAdvisor.

Companies like Hertz, AMF Bowling Centers, Jiffy Lube, Dave & Buster's, Costa Vida, and Shari's Restaurants have already adopted OpenTell.

"We were getting great customer feedback through Mindshare's VoC program and wanted to promote the experiences our customers were having," said Jeff Jacobson, chief operating officer of Costa Vida, in a statement. "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."

p>OpenTell publishes every customer review online in its unfiltered, unbiased form in real time. Mindshare's integrated text analytics capabilities translate raw customer reviews into actionable insights, enabling location managers to address sub-par performance areas and continuously improve the customer experience.

"OpenTell helps brands improve their online reputations by leveraging their most valuable asset: their satisfied customers," said John Sperry, CEO of Mindshare, in a statement. "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.

"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," Sperry added. "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."

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