Trends such as the direct-to-consumer

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Approach and the general shift of business to diverse marketplaces are also reinforcing the need to offer comprehensive CX management at a variety of points of sale. This is how the omnichannel strategy will become fashionable again in the marketplace world in 2022. Customer reviews and questions will still often be ignored by companies. However, they now represent a very important intersection in the customer journey of customers and potential customers.

How a 360-degree view of the customer and good customer experience fusion database management become possible

Nowadays, prospective customers gather extensive information online before deciding on a product. Ratings, reviews, and customer questions on platforms such as marketplaces, app stores, Google My Business, or brand shops are often used for this purpose. Brand shops, by the way, are often implemented using Bazaarvoice, which is also an important channel. Effective all-round service is therefore only possible if companies strategically position themselves even closer to the digital point of sale and the customer journey of potential customers. User-generated content is key!