Emma is an international company specializing in online mattress sales. As one of Europe's fastest-growing sleep innovation companies, Emma relies on innovative customer experience solutions to gain market share.
Faced with an increasing number of players in the online mattress market, Emma wants to stand out through two main approaches.
To improve its offering, Emma has partnered with AlloReview to better understand its customers' needs, expectations, and points of satisfaction and dissatisfaction. For Emma, customer understanding addresses both acquisition and loyalty challenges.
Trustpilot rating is a significant challenge for Emma because mattress buyers place great importance on online reviews to ensure the reliability and quality of the seller.
Emma Sleep has adopted the AlloReview solution to collect more customer reviews through voice feedback. Voice reviews are five times more informative than traditional collection tools, allowing a better understanding of customer needs and expectations.
All reviews are analyzed in real-time by our AI to understand human language and detect customer satisfaction and feedback topics. Thus, the post-feedback journey is personalized in real-time to guide the respondent according to pre-defined criteria. If a customer is satisfied, they have the option to share their feedback in one click thanks to our integration with Trustpilot. For dissatisfied customers, we offer them the option to call the corresponding customer service department or leave their contact details to be contacted later.
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