How the Messaging Software Superchat Uses OMR Reviews to Continuously Improve the Product

Superchat combines several needs of its customers with a software solution. With the tool, you can access multiple communication channels and even create responses and entire newsletters using AI. It’s no surprise that the provider is the leading tool in WhatsApp chatbot and customer support via social media on OMR Reviews.

We spoke with Maurizio Blötscher, the Director of Operations at Superchat, who shared the company’s experiences with review marketing. Interestingly, Maurizio fondly recalls that he himself was the one, three years ago as an intern, who first tackled the topic of customer feedback through reviews.

“We Wanted to Be There from the Start… Listed!”

Superchat has been listed on OMR Reviews for about two years. It all started with a customer who drew the tool provider’s attention to their review on OMR Reviews. After that, Superchat engaged with the software comparison platform and recognized its value.

“OMR was of course a known name in the startup scene,” says Maurizio. That’s why the tool provider wanted to be listed there. Unlike other software directories, OMR Reviews offers longer, more constructive, and helpful reviews, making it more valuable for users researching software solutions. Therefore, Maurizio set the ambitious goal of achieving 100 reviews on the platform as quickly as possible.

Success followed soon after. Superchat is particularly proud of the Top 100, Top Rated, and Leader awards in two categories (Social Customer Service and WhatsApp Marketing). Maurizio reports that the badges are used not only on the homepage but also in LinkedIn profiles, larger pitch decks, and social media posts as quality seals.

Superchat promotes its four OMR Reviews badges, for example, on its LinkedIn profile pages.

Superchat Actively Requests (New) Reviews

In addition to the general sentiment, all teams at Superchat appreciate the product improvement potential provided by the reviews. Monthly or even bi-weekly, the product team meets to review feedback and search for mentions of technical bugs to quickly fix them in the software. The reviews also serve as inspiration for new features, as the feedback comes directly from users of the tool.

The Superchat team places particular value on two things: actively requesting reviews and receiving feedback that shows action has been taken on the issues raised.

As a result, almost all teams at Superchat are involved in the so-called review generation. Sales staff ask for reviews after promising live demos, and the customer support team informs existing customers about the possibility of providing feedback.

And it’s true: Superchat responds to every review on OMR Reviews and provides updates on the points mentioned. The goal, according to Maurizio: five stars from all users.

The badges from OMR Reviews have a permanent place in Superchat's sales pitches.

Maurizio’s Three Tips for You

Thanks to the cooperation between Superchat and OMR Reviews, Maurizio and his team have gained several insights about review marketing in recent years, from which your business can also benefit:

• Tip 1: It’s important to ask for reviews at different stages of the customer journey. Ask both new customers and long-standing existing customers for feedback.
• Tip 2: Use multiple channels (live chat, emails, WhatsApp, etc.) when requesting reviews to cater to users’ preferences and increase success chances.
• Tip 3: Software providers should not fear bad reviews, as they offer the opportunity to improve the product.

The badges can also be found in employees' e-mail signatures.

In just a few years, a lot can change. Maurizio is no longer an intern for social media, now seeking partnerships. And the 205 reviews of Superchat on OMR Reviews have certainly contributed to product development. But one thing is likely to remain unchanged for now: Superchat’s commitment to continually developing as an all-in-one messaging software through user feedback.

Thanks for sharing this success story!

With Superchat, you can create your own chatbot in under a minute and streamline your customer communication – want to learn more? Check out this video!