OpinionLab Partners with IBM to Make It Faster, Easier for Brands to Harness Customer Feedback Across Any Device

OpinionLab Customer Feedback App for IBM Commerce Composer for WebSphere Commerce unveiled at NRF Big Show, retail’s premier industry event.

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New York, NY (PRWEB) January 14, 2014

OpinionLab, the pioneer and global leader in omnichannel Voice of Customer (VoC) feedback, has expanded its relationship with IBM to allow retailers to more quickly and easily collect and act on real-time customer feedback - and gain a more complete picture of the shopping experience across any device or channel.

As part of the expanded relationship, the company has teamed up with IBM to unveil the new OpinionLab Customer Feedback App at the National Retail Federation’s Big Show on January 12-15, 2014 in New York City. The new responsive design solution leverages OpinionLab’s patented VoC collection and analysis to allow current OpinionLab and IBM WebSphere Commerce retail users to easily collect real-time customer feedback across any device. Users are able to seamlessly implement the new app on IBM Commerce Composer, a new storefront curation tool within the IBM WebSphere Commerce solution.

IBM Commerce Composer helps retailers quickly adapt their online presence to meet changing consumer demand by giving business leaders control over the look, feel and functionality of their online store fronts with no technical coding skills required. OpinionLab will be introducing its Customer Feedback App as part of a live demo at the IBM booth (#1818) at the NRF Big Show.

“OpinionLab and IBM are making it easier than ever before to mix behavioral data with customer feedback for a richer, more complete picture of the customer experience," said Mark Treschl, President & CTO at OpinionLab. "The new app provides IBM WebSphere Commerce customers with greater insight into user experiences and the foundation to strategically address challenges across all digital touchpoints (web, mobile, in-store).”

It’s become increasingly important for retailers to address customer experiences across all channels and touchpoints. According to the IBM 2013 State of Marketing Survey more than $83 billion in sales is lost each year due to poor and inconsistent customer experiences.

OpinionLab Customer Feedback Solution Overview
OpinionLab's proven, innovative VoC solutions interpret customer feedback across all brand touchpoints, including mobile platforms, online, products and in-store. The new Customer Feedback app for IBM WebSphere Commerce is responsive in nature and compatible with all browsers, tablets and smartphone devices, further ensuring shoppers are provided with an optimal feedback experience with a variety of configuration options available.

Key capabilities include:

  •     Seamless deployment across devices adding speed and ease of use to any mutual IBM and OpinionLab client’s device.
  •     Multiple configuration options (static link, floating tab, link and tab).
  •     No layout constraints or constrictions.
  •     Ability to add to any page on the website through shopping cart pages -allowing the client to collect feedback across all pages quickly and easily.
  •     Collect IBM Digital Analytics and IBM Tealeaf Customer Experience Management data in one place integrated with the OpinionLab solution to provide a complete picture of the user experience including both attitudinal and behavioral data.
  •     Cards are customizable and managed through the OpinionLab client portal at a page-level, once the widget has been easily deployed.
  •     Real-time alerts and reporting.

For more information about the IBM WebSphere Commerce Solution and the OpinionLab Customer Feedback App, please visit ibm.com/commerce-partners.

About OpinionLab
OpinionLab is the pioneer and global leader in omnichannel Voice of Customer (VoC) feedback innovation with over a decade of success and a dozen patents on major VoC advancements. Starting with the familiar [+] feedback symbol, the company¹s end-to-end solution suite allows clients to improve the omnichannel experience with precise, real-time intelligence into what customers want and need. Global leaders choose OpinionLab for actionable VoC insight across web, mobile, store and product touchpoints. Recently recognized by Inc. Magazine as one of the fastest growing companies in America, OpinionLab is proud to service over half of the Fortune 50, including Walmart, Bank of America, and Ford Motor Company. For more information, visit OpinionLab online, read the blog or follow Voice of Customer on Twitter.


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