A global marketplace in the travel industry needed to improve their customer review management system to ensure compliance with company guidelines and protect against inappropriate content. The existing legacy system was inadequate for managing the growing volume of customer-generated content, including reviews and comments.
The Challenge
The primary challenge was ensuring that all customer feedback displayed on their website adhered to company standards. This included checking for personally identifiable information (PII), inappropriate language, and other non-compliant content. The existing system was unable to efficiently manage these tasks due to the increasing volume and complexity of reviews.
The Solution
e-Core developed a new system that allowed the company to review all customer-provided information through a third-party service. The system enabled designated reviewers to evaluate feedback, ensuring it met company guidelines before being published. If a review contained inappropriate content or violated guidelines, the text was withheld, while the review score could still be displayed. The system also handled different sales models, such as retail bookings and semi-opaque offers, each with unique regulatory concerns for customer comments.
Results
- Streamlined management of customer reviews
- Ensured compliance with company guidelines
- Enhanced the company’s reputation and customer trust
- Protected against inappropriate content and PII
- Efficiently handled different sales models with unique regulatory concerns
