Customer Feedback & Review Management System for Entrepreneurs

Enhanced Prompt: Planning a Customer Feedback and Review Management System for Entrepreneurs

Objective:
The goal of this project is to design and implement a comprehensive customer feedback and review management system (CFRMS) that enhances customer satisfaction, builds brand reputation, and supports data-driven decision-making for entrepreneurs. This system should streamline feedback collection, analysis, and resolution processes while ensuring compliance with industry best practices.

Deliverables:

1. CFRMS Prototype: A fully functional prototype of a customer feedback and review management system that includes features such as feedback collection, review management, sentiment analysis, and customer journey mapping.
2. User Manual: A detailed guide for end-users on how to interact with the system.
3. Data Analytics Dashboard: A robust dashboard that provides actionable insights, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and sentiment analysis reports.
4. Printable Feedback Reports: Tools for generating downloadable reports for internal and external stakeholders.
5. Issue Tracking System: Integration with existing issue management tools (e.g., Jira, Trello) for seamless escalation and resolution of customer complaints.
6. Customizable Templates: Templates for creating feedback surveys, review forms, and follow-up emails.
7. Training Program: A comprehensive training program for system users, including internal staff and customers, to maximize the system's potential.

Industry Best Practices and Standards:

• Follow the customer journey lifecycle to ensure all touchpoints are captured and analyzed.
• Implement a closed-loop feedback system that prioritizes customer voice at every stage.
• Use third-party tools such as ReviewSphere, R青 autonomy, orSurveyMonkey for effective review collection and analysis.
• Conduct A/B testing on feedback forms to optimize for completion rates and actionable insights.
• Ensure system scalability by using a microservices architecture (e.g., Azure, AWS, or Netflix).

Quality Expectations:

• The system must be user-friendly and accessible to end-users with varying technical expertise.
• Ensure data privacy compliance by adhering to GDPR, CCPA, and other relevant regulations.
• Implement robust data encryption and secure authentication mechanisms (e.g., OAuth, LDAP).
• Provide real-time feedback analytics to enable data-driven decision-making.
• Ensure system reliability by incorporating load testing, stress testing, and failover mechanisms.

Technical Considerations:

• Systems Architecture: Use a modular design that separates concerns (e.g., data storage, feedback collection, and analysis).
• Database: Implement a scalable and secure database using NoSQL (e.g., MongoDB) or a hybrid approach.
• Integrations: Integrate with CRM systems (e.g., Salesforce, HubSpot)