From Proof of Concept (POC) to deployment: Visibilishop, the startup that aggregates customer reviews given to restaurants and retailers on the Internet, and URW Link, Unibail-Rodamco-Westfield’s open innovation platform, have continued their collaboration, started In 2016, with the launch of the solution in all French shopping centres in June 2018.
Visibilishop is a French start-up that offers an integrated customer reviews management solution for more than 50 websites (Google, TripAdvisor, La Fourchette, Yelp…). This tool allows the centres and the retailers to aggregate reviews and to classify them based on their topic (access, products, car parks…) on one platform. Instead of a monthly mystery visit, thanks to this user-friendly interface, customer reviews are collected every day to swiftly improve the problems identified.
In June 2018, Unibail-Rodamco-Westfield adopted the solution for all its shopping centres in France, after a successful test phase in Les Quatre Temps. In practice, this solution covers reviews sent to each shopping centre, as well as to 30 retailers within these centres, mainly restaurants and a few large retailers. Thanks to this innovative system, the shopping centres and the retailers can have access to customer reviews and manage them more easily. It integrates past results to compare performances and monitor the evolution of customer satisfaction.
Unibail-Rodamco-Westfield has really understood how useful Visibilishop is for its shopping centres: by having access to all reviews on shops and restaurants, the centres can identify the outlets that satisfy customers and the ones that require the implementation of action plans, at all times.Georges Haffar
The first test phase had been possible thanks to URW Link, Unibail-Rodamco-Westfield’s open innovation platform, that had collaborated with Visibilishop in 2016, for its first season of startup accelerator. The program had enabled Visibilishop to test its solution in Les Quatre Temps shopping centre.
URW Link constantly seeks innovative startups that will transform our shopping centres. Beyond conducting proofs of concept, our goal is to enable startups to develop and to deploy in our assets. So we are really proud to see Visibilishop was able to be adopted in all our French shopping centres thanks to its successful POC in 2016.Jean Collet
Improve the customer experience in the shopping centres with Visibilishop
The collaboration with Visibilishop is part of Unibail-Rodamco-Westfield’s ambition to provide a seamless and personalized customer experience, for which a deep knowledge of customer reviews and reactions is essential.
For the centres, the solution gives many advantages: they collect customer reviews, it makes it easier to be in contact with them and to better understand their expectations. It also simplifies relations and cooperation with the retailers, for instant by allowing to contact directly the restaurant or shop managers to report an issue detected. In the end, having access to aggregated reviews and better understand our visitors’ expectations is a necessary step to offer an experience that can be as close as possible to customers’ needs.
Knowing what customers think in real time: this is the strength of Visibilishop! Having the possibility to control the reputation of a centre on all digital channels and to know what customers think of it, is what Visibilishop offers. I would highly recommend any brand mindful of its customers’ feedback to turn to this tool as soon as possible!Laurence Despatis Prud'homme