Sinking in masses of online reviews: how can IT support online customer feedback management (CFM)?

The spread of the Internet has an influence on our communication methods and our consumer behaviour. Customers can post reviews on online platforms, which can be used by other customers or by companies (product and service offers) for customer relationship management needs. Due to the increasing number of online feedbacks and the willingness to reply to these reviews and evaluate their text content, companies are becoming more dependent on IT support. re:spondelligent GmbH is a company that offers businesses a solution to leverage their online customer feedback. The project should help to improve the usability of re:spondelligent app and increase the efficiency. Different scenarios should be tested to find out the best working solution for supporting the process of responding to the online customer feedbacks (reviews).

re:spondelligent GmbH is a Swiss company based in central Switzerland that offers businesses a solution to leverage their online customer feedback. The company provides data and technology for business owners looking to monitor their online reviews, manage their business reputation, and understand their customers better. The software aggregates online reviews from different sources and summarizes them in visual reports for an easy analysis. Business owners can track their performance on review sites of their choice and monitor all their reviews in one place. The company’s service allows finding out trends, create business insights which help increase customer’s revenue and react to them quickly. 

For further Information see:ReAdvisor: Intelligent Customer Feedback Management

The goal of this project is to find out the best working solution for supporting the process of responding to the online customer feedbacks (reviews). In the course of this master project, your task will be:

• to gain insights in the processes of responding to the online customer feedback (reviews).
• to analyse the needs and the challenges of the CFM process
• to develop and to test different working scenarios  
• to adapt the existing user interface based on the best scenario developed (using HTML, CSS, Bootstrap)
• to test the developed solution

This master project gives you the opportunity to deepen your knowledge in the application of IT and artificial intelligence within a real-world innovation project and learn about experimental techniques in IS research.

For this master project, we are looking for:

• Motivated students with an interest for artificial intelligence, restaurant and hotel business, review platforms (Booking.com, TripAdvisor etc.) and customer relationship management.  
• The student should also be interested in working in a team and being open to innovative ideas.
• Knowledge or experience concerning HCI and/or CSCW would be very helpful
• German knowledge is very welcomed

If you are interested in the topic and think you are the right person to get involved, contact us: Dzmitry Katsiuba