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Costa Vida Uses OpenTell Customer Reviews to Bolster Online Reputation

December 12, 2013

Like it or not, it is a fact that real-time customer reviews to attract and retain customers and grow the bottom line in this connected world.

Costa Vida Fresh Mexican Grill, a restaurant chain has signaled a deal with Mindshare Technologies to improve its customer service. Costa Vida Fresh Mexican Grill is using Mindshare Technologies’ customer review product OpenTell to listen and respond to its customers.


Over a six-month period, Costa Vida had used OpenTell’s innovative social advocacy technology to post, aggregate and share authenticated, real-time reviews from customers.

OpenTell is helping customer-focused companies such as Costa Vida unlock the power of customer reviews. Using OpenTell, Costa Vida has collected 40,000 customer reviews across participating locations throughout North America. Highlights from the program included.

On average, Costa Vida locations have received 105 reviews per month through OpenTell, compared to less than one per month from Yelp! The restaurant chain has also averaged customer satisfaction ratings of approximately 90 percent across all locations.

Jeff Jacobson, chief operating officer of Costa Vida said in a statement, “We were getting great customer feedback through Mindshare’s VoC program and wanted to promote the experiences our customers were having, Infrequent reviews on sites like Yelp! and Google cause customer feedback to go stale, not to mention the fact that there is no verification that the post was from an actual customer. We feel these sites often don’t provide an accurate representation of the great experiences our customers are having every day. OpenTell proved that theory to be true.”

Mindshare Technologies is a provider of cloud-based Voice of the Customer (VoC) solutions.

The potential to post fraudulent reviews was greatly reduced as OpenTell and it allows only actual paying customers with unique customer survey codes to post feedback.

John Sperry, Mindshare CEO said, “The product helps brands improve their online reputations by leveraging their most valuable asset – their satisfied customers. Consumers today expect greater transparency and more conversational relationships with businesses. OpenTell is a significant step in facilitating this fundamental shift in the nature of customer engagement.”




Edited by Ryan Sartor



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