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It’s very user friendly and makes my job a whole lot easier.
I don't like the charts comparing ourselves to others in our competitive area. It feels more counterintuitive and puts a negative pressure on our hospital employees.
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Alternatives envisagées :
Excellent partner in 24/7 brand defense
Avantages :
MerchantCentric allows us to monitor, manage and measure brand sentiment across our national healthcare system at the micro level (reviews, comments, interactions) and the macro level (social listening, sentiment analysis.) Over the past seven years, they have customized their offering to integrate with our ever-changing business, and our relationship has grown exponentially. We are very happy with the high-touch, concierge-level relationship that MC representatives have built with our hospital and field leadership.
Inconvénients :
We seem to have hit our threshold for capabilities and capacities. As our digital platforms and experiences continue to upgrade, we've asked MC for some API functions that they simply cannot provide. We were surprised these functions were outside their core service offering, but perhaps we're farther ahead of the market than we thought. We hope MC continues to innovate, grow and diversify in the future to support our trajectory.
Réponse de l'équipe de Merchant Centric
il y a 3 ans
We aim to deliver the highest quality in our solutions and your kind comments are truly appreciated. We couldn't agree more that you are a leader in your industry and are grateful to know we've been meeting your needs and continuing to provide the white glove concierge level of service you deserve. While we are currently offering manual monitoring and reports through LinkedIn, BBB, Glassdoor, and Indeed we are continuing to grow in the various options that are available to us to provide. Please note that we do provide APIs for many uses and would appreciate the chance to revisit this request with you. Please feel free to reach out directly. Gratefully, The Merchant Centric Team
Perfect dashboarding!
Commentaires : My overall experience is great! I'm happy with Merchant Centric and I hope they keep up the trainings that they give for the software.
Avantages :
Merchant Centric has a really nice looking UI with dashboards. From reputation management solutions, Merchant Centric did a great job of making the platform interactive. Something else I noticed is that the mobile support also works well, this is usually an issue with software like this.
Inconvénients :
Unfortunately Merchant Centric does not provide a free trial. This would be great so my team could find out if the software is actually suiting with their needs. This makes the leap to purchase a little bit more difficult. Besides that, I can't really think of something that I disliked about Merchant Centric.
Réponse de l'équipe de Merchant Centric
il y a 3 ans
Jelle, we are so honored to receive your feedback and we're happy to hear we have impressed you with our interactive platform and easy-to-use mobile support. We appreciate your compliments for our dashboard and if you have any questions, please feel free to reach out. Gratefully, The Merchant Centric Team
Product review
Commentaires : I wish onboarding was a bit more smooth
Avantages :
Very effective when they actually respond to posts.
Inconvénients :
Unorganzied management. No one checked if i was all set.
Réponse de l'équipe de Merchant Centric
il y a 3 ans
Al, Thank you for your feedback. Similarly to when you serve your customers, our goal is to ensure all are satisfied and benefit from our services. Your overall satisfaction is important to us and it seems your experience has been mixed with some experiences being very effective, but not with the consistency and smooth communication you deserve. Your feedback is helpful for us to focus our efforts to ensure improvement and maintenance of the world class service we strive to provide every client. If there is more we can do at this point to address any outstanding issue we would be grateful for the chance to speak with you about it. Please reach out to me, at [email protected] or to your Brand Manager. Respectfully, Adam Leff Co-founder
Fantastic Product and Amazing Support!
Commentaires : I have had nothing but positive experiences with MerchantCentric. Every single person I have ever engaged with on the platform has been nothing but professional and courteous. I know that they will have no problem helping people and extending our company's brand voice and ethics to online reviewers.
Avantages :
Although I do not work hands on in the software as much, I have no complaints from when I access it. It is so easy to use and I can find the reviews and ratings so easily so I don't have to stumble around for them.
Inconvénients :
I don't like the charts comparing ourselves to others in our competitive area. It feels more counterintuitive and puts a negative pressure on our hospital employees. While working in a high stress area, it seems almost negative to see it and say "no matter how hard you're working, everyone else is doing better."
Réponse de l'équipe de Merchant Centric
il y a 3 ans
Tyler, we're happy to know of your positive experience with us. Every client deserves professional and courteous service, and we really appreciate your kind words about our team. We look forward to continuing to be an extension of your company's brand voice and if you have any questions please don't hesitate to reach out. Gratefully, The Merchant Centric Team
Merchant Centric Feedback
Commentaires : Overall, this has been a great tool to consolidate communications as well as streamline data analysis. I would recommend 10/10.
Avantages :
The ability in one touch to communicate with all the guests willing to leave feedback is incredible. The preformed responses are a great way of teaching inexperienced managers how to communicate with upset or disappointed guests in a formal manner. The integrations are also very helpful.
Inconvénients :
Functionality with the Social Platforms could be better. Leaving messages unread on the platform as well as the inability to flag inappropriate commentary without leaving Merchant Centric would make a huge difference and truly create a Social & Review Management Platform
Réponse de l'équipe de Merchant Centric
il y a 3 ans
Martin, thank you for letting us know how helpful our platform has been when it comes to your brand accessing and interacting with guest feedback! Your use of the feedback in reports to train and improve guest experience is a best practice that drives brand health. We appreciate you taking the time to share your thoughts with us, and please let us know if we can be of service with anything else. Gratefully, The Merchant Centric Team
MerchantCentric is a critical business partner for my Brand
Commentaires : I was introduced to MerchantCentric in a prior role in another company and found the program and reporting invaluable. Within my first week at Juice It Up!, I asked [SENSITIVE CONTENT] to come to our office to share rhe program and talk about bringing the program to the company.
Avantages :
The program is very timely in receiving reviews and feedback and responding quickly back. The reporting feature gives my team the right analytics to understand individual stores are performing and how to correct any deficiencies. Support from [SENSITIVE CONTENT] and the MerchantCentric team is top notch.
Inconvénients :
none, I am very satisfied with the program and team
Réponse de l'équipe de Merchant Centric
il y a 3 ans
It is wonderful to receive your feedback, as it brings a smile to our faces knowing we have earned your full satisfaction. We aim to provide you with the kind of service you deserve, and we appreciate you complimenting us on the timeliness of our platform and our top-notch team. Thank you and please let us know if we can be of service for anything else. Gratefully, The Merchant Centric Team
Dion's Review
Commentaires : MerchantCentric has saved me countless hours of review monitoring and I am so glad we chose to use it!
Avantages :
This product is extremely easy to use and helps our company stay organized with all of our review sites on one platform.
Inconvénients :
I wish there was a way to flag reviews directly through the software rather than the direct review site. In addition, I have noticed an uptick of reviews that use emojis but the platform does not populate them at this time.
Réponse de l'équipe de Merchant Centric
il y a 3 ans
Jorge, thank you for letting us know how helpful our team has been in keeping your company reviews organized through our platform. We are always happy to go above and beyond to provide excellent review monitoring and we're happy to know we've impressed you. If anything comes to mind or you have any questions, please know we are always available. Gratefully, The Merchant Centric Team
This program has done a great job at providing customer responses and their satisfaction measurement
Commentaires : This company does great work and provides information that is necessary to carry on a successful business.
Avantages :
I like the whole concept the software provides. I am grateful for the direct responses they provide our customers with as well as keeping up with any changes In our company, they always seem to stay on top of any new procedure or policy changes which allows us to focus on what we need to do to satisfy our customers rather than all the work it takes to finding out the problems.
Inconvénients :
I do think that some of the responses to the customers can be more vague and need to be more personable. I also think if there was a way they could read the results each week so that we can understand what the measurements are showing.
Réponse de l'équipe de Merchant Centric
il y a 3 ans
Gabriella, we are grateful for your review, as our main priority is helping your business succeed through top-notch responses and we appreciate you letting us know of your satisfaction. We would love the opportunity to answer in further detail, your question regarding a way to understand what the weekly measurements are showing, as that is provided via our high demanded analytics solution called, "Spotlight Report." I welcome you to reach out to discuss it further. Gratefully, The Merchant Centric Team
A franchisee AND franchisor favorite
Avantages :
Working with Merchant Centric and their software provides us with peace of mind. Our franchisees are very happy with the services that MC provides, which makes us very happy. And we're all so appreciative of the day-to-day relief working with MC gives us, since they're watching our brand so closely for us at the local and national levels. Online reviews are so critical to our business and we couldn't ask for a better partner!
Inconvénients :
Nothing comes to mind for me. It's really been such a pleasure to work with MC.
Réponse de l'équipe de Merchant Centric
il y a 3 ans
Janis, it is wonderful to know that our software has provided you with peace of mind and we couldn't be more thrilled to learn of your satisfaction. Our mission is to ensure every client receives the highest quality in our services and we appreciate you trusting us to care for your brand. As you've mentioned, online reviews hold great significance and it's our pleasure to continue to be there for you every step of the way. Gratefully, The Merchant Centric Team
Kenny’s Restaurant Group
Commentaires : Very happy!
Avantages :
It’s very user friendly and makes my job a whole lot easier!!
Inconvénients :
Facebook hasn’t been connected for quite a while. Sometimes the whole Yelp review does not show up. It cuts off and leaves you with a …
Réponse de l'équipe de Merchant Centric
il y a 3 ans
We appreciate you taking the time to share your thoughts, Kristen. We're happy to help make things easier and pleased to know we've done so by providing a user-friendly platform. Thank you for letting us know about your satisfaction. We would love the opportunity to answer in further detail your questions regarding Facebook connectivity and how Yelp has been showing their data. I welcome you to reach out directly. Gratefully, The Merchant Centric Team
Good for reputation management.
Avantages :
I can easily monitor my brand's social media reviews with MerchantCentric. The platform is consolidated and easy to use.
Inconvénients :
The only downside of this software is the lack of self service SEO/reputation management. All changes to your business must be done through your account rep.
Réponse de l'équipe de Merchant Centric
il y a 3 ans
Lisa, we greatly appreciate your wonderful feedback and are happy to provide a platform that makes it easy to monitor your brand's social media reviews as well as consolidate everything. You'll be pleased to know that we have launched a self-service solution! It's a fast and easy way for you to manage your listings and in addition to the top review sites, extends to navigation sites like Waze and Apple maps, as well as voice-activated apps like Alexa and Siri. We'd be happy to get you set up. Gratefully, The Merchant Centric Team
