News

OpinionLab upgrades its voice-of-customer suite

April 12, 2010

OpinionLab, provider of voice-of-customer (VOC) listening technologies, has announced the expansion of its mobile customer-feedback tools to better address the growing need for companies to engage with consumers at anytime, across all channels.  OpinionLab now offers three methods for integrating its opt-in feedback solution into mobile Web sites or apps and is partnering with Usablenet to expand mobile device support.

The move represents an important innovation in the company’s comment-collection methodology, which was originally patented for Web sites and has since expanded to include feedback collection from all digital and traditional touch points.

“With mobile quickly becoming the ‘first screen’ for accessing the Internet, consumers are readily using mobile devices to voice their opinions through reviews, social media, and other mobile-ready platforms,” said Rand Nickerson, CEO of OpinionLab.  “By capturing customer feedback from mobile touch points, companies encourage consumers to engage with their brands directly, improving goodwill and often eliminating customers’ need to address grievances in an open forum.”

OpinionLab offers a variety of self-serve solutions for mobile devices, including mobile-optimized comment cards, VOC collection for mobile Web sites, and an iPhone SDK that enables app developers to easily integrate feedback collection into mobile applications.

OpinionLab mobile implementations mimic the proven feedback-collection methodology behind the familiar [+] symbol: digital comment cards already clicked on by millions of website users worldwide each month. VOC data flows into the same enterprise reporting suite that hundreds of the world’s top brands rely on for real-time feedback collection, interpretation, distribution, and management.

“Brands have recognized the need to extend their Web sites and feedback to their customers' smartphones,” said Nick Taylor, president at Usablenet. “We believe that by making their site compatible with all phones via Usablenet Mobile and allowing on-the-go customers to provide feedback with OpinionLab’s digital comment card, OpinionLab will encourage a much improved customer experience.”