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A Synopsis of Customer Review and Feedback Systems

Customer experience is a top priority for businesses. While customer feedback is important to improve products/services according to user preferences; reviews play the role of word-of-mouth communication in the digital world. For instance, 86% of millennials admit they’re influenced by negative reviews, according to Dimensional Research.

Organizations have started to invest in customer feedback systems to prove their customer-focused vision. However, the benefits from customer feedback converge to responding to them at the right moment. Let’s take a look at the importance of capturing customer opinion at the right time instead of behindhand traditional methods.

Why Act on Customer Opinions Promptly? 

According to the Bright Local consumer review survey, 44% of customers consider more than a month’s old review as irrelevant. Upgrading the product as per customer feedback in a short time is indeed a challenge.

Traditionally, organizations employ advocacy, legacy, support teams, and community managers to look after customer reviews on different social platforms. Monitoring different platforms and communicating internally to resolve customers’ concerns are tedious and account for a delay in action. This is where the customer feedback system simplifies the process. But before, let’s look at the benefits of addressing customer feedback in this era of the consumer internet.

  • A chance to improve products and services: It’s obvious, brands do thorough market research before finalizing a product. But still, the final product carries some scope of improvement. Apart from beta testing, customer feedback is also a useful resource to improve product post-release. 
  • Delivering value to customers: Customer loyalty is hard-won in the world of over 200 million companies! With empathy and understanding how a customer feels for the product brands can establish an emotional connection with the customer and hence their loyalty.
  • Helps in making a fact-based business decision: The decision to accommodate customer preferences in the existing product or introduce a new product should not be based on loose guesses. Analyzing customer reviews can help organizations make better business decisions.
  • Measure customer experience and satisfaction: Customers are the actual brand advocates. Their experience and satisfaction determine a product’s success. Walker study predicts- by 2020, customer experience will become the key brand differentiator surpassing price and product. In this regard, Zappos’ customer service is an epitome of customer experiences.

Also, read – Customer Journey is the NEW Product.

Customers use different channels to share their opinion about a product or service. Microsoft reports, “66% of consumers have used at least 3 different communication channels to contact customer service.” This indicates that customers want organizations to address their feedback or complaint immediately. 

How Are Organizations Leveraging Customer Feedback and Reviews?

Customer reviews are a reliable source of information about a product/service to potential customers. According to Bright Local, 93% of customers read reviews to determine how good or bad a local business is. Customer reviews are therefore an influential source for branding and marketing. Freethinkers have identified the importance of customer feedback and that’s why we see a growing number of e-commerce marketing platforms. 

For instance, Yotpo provides a one-stop solution for visual marketing, loyalty, and referrals based on customer feedback. Companies can collect customer reviews and share them across different social media channels. They can also build loyalty and referral programs to develop a long-term association with customers.

Similarly, Trustpilot has over 300,000 businesses reviewed by customers. It is providing companies with a platform to leverage customer reviews to influence future buyers. It helps startups to get more reviews, engage with customers, and analyze the results to improve.

Final Thoughts

According to Womply, businesses with a free listing on at least 4 review sites earn 58% more revenue. This indicates that customers easily trust strangers who’re not friends to the company. Organizations can leverage the power of reviews through a customer feedback system to create ‘beyond satisfactory’ experiences for customers. 

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Sales Applications Are Disrupting More Than Just Sales

Sales success today isn’t about luck or lofty goals—it’s about having the right tools in your team’s hands, wherever they go. Following our earlier in-depth exploration of sales technology, we will now examine how cutting-edge sales apps are becoming the backbone of modern industries, transforming complex workflows into seamless, growth-driving machines.

From retail to healthcare, logistics to real estate, businesses are deploying sales applications to enhance operational transparency, cut redundant tasks, and build intelligent sales ecosystems. These tools are not only digitizing workflows—they’re driving growth, improving engagement, and redefining how field teams operate.

Lead Ecosystems: Unified visibility across channels

One app. Five workflows. Zero friction.

A leading insurance brand relaunched their app—a sleek, powerful sales companion that’s turning everyday agents into top performers.

No more paperwork. More time to sell.

Here’s what changed:

  • Every visit is tagged, tracked, and followed through. Renewals? Never missed. Leads? Fully visible.
  • Attendance and reimbursements went on autopilot. No more manual logs. No more chasing approvals.
  • New business and renewals are tracked in real time, with accurate forecasting that sales leaders can finally trust.
  • Dashboards are clean, configurable, and useful—insights that move the business, not just report on it.
  • Seamless Integrations. API connectivity with Darwin Box, IMD Master Data, and SSO authentication for a unified experience.

The result? A field team that moves faster, sells better, and works smarter.

Retail: Taking Orders from the Frontline—Smartly

Field sales agents in retail, especially FMCG, used to rely on gut instinct. Now, with intelligent sales applications:

  • AI recommends what to upsell or cross-sell based on previous order patterns
  • Real-time stock availability and credit status are visible in the app
  • Geo-fencing ensures optimized route planning
  • Built-in payment collection modules streamline transaction closure

Healthcare: Structuring Sales with Compliance and Precision

Healthcare leaders don’t need more reports—they need better visibility from the field.  Whether it’s engaging hospital networks, onboarding clinics, or enabling diagnostics at the last mile, everything needs precision, compliance, and clarity. 

Mantra Labs helped a leading healthcare enterprise design a sales app that integrates knowledge, compliance, performance, and recognition, turning frontline agents into informed, aligned, and empowered brand advocates. 

Here’s what it delivers:

  • Role-based onboarding that keeps every level of the field force aligned and accountable
  • Escalation mechanisms are built into the system, driving transparency across commissions and performance reviews
  • A centralized Knowledge Hub featuring healthcare news, service updates, and training modules to keep reps well-informed
  • Recognition modules that celebrate milestones, boost morale, and reinforce a culture of excellence

Now, the field agents aren’t just connected—they’re aligned, upskilled, and accountable.

Real Estate: From Cold Calls to Smart Conversions

For real estate agents, timing and personalization are everything. Sales applications are evolving to include:

  • Virtual site tour integration for remote buyers
  • Mortgage and EMI calculators to increase buyer confidence
  • WhatsApp-based lead capture and nurture sequences
  • CRM integration for inventory updates and automatic scheduling

Logistics: From Chaos to Control in Field Coordination

Field agents in logistics are switching from clipboards to real-time command centers on mobile. Modern sales applications offer:

  • Live delivery status and route deviation alerts
  • Automated dispute reporting and issue resolution tracking
  • Fleet coordination through integrated GPS modules
  • Customer feedback capture and SLA dashboards

What’s new & what’s next in Sales Applications?

Here’s what’s pushing the next wave of innovation:

  • Voice-to-Text Logging: Agents dictate notes while on the move.
  • AI-Powered Nudges: Apps that suggest next-best actions based on behavior.
  • Omnichannel Communication: In-app chat, WhatsApp, email—unified.
  • Role-Based Dashboards: Different data views for admins, managers, and field reps.

What does this mean for Business Leaders?

Sales Applications are not just tactical tools. They’re platforms for transformation. With the right design, integrations, and analytics, they:

  • Replace guesswork with intelligence
  • Reduce the cost of delay and manual labor
  • Improve agent accountability and transparency
  • Speed up decision-making across hierarchies

The future of field sales lies in intuitive, AI-driven applications that adapt to every industry’s nuances. At Mantra Labs, we work closely with enterprises to custom-build sales applications that align with business objectives and ground-level realities.

Conclusion: 

If your agents still rely on Excel trackers and daily call reports, it’s time to reimagine your sales operations. Let us help you bring your field operations into the future—with tools that are fast, field-tested, and built for scale.

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