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Faster, more intuitive, more dynamic and with real-time information, this is the new Portal da Queixa platform launched on World Consumer Rights Day .
Redesigned with the main objective of streamlining communication between consumers germany email list and brands, the platform presents itself to the country as the first social network developed in Portugal .
This is a historic milestone in the journey of Portal da Queixa , which is already a national reference and consumer material, being visited by more than 1 million consumers every month.
Among the main new features of the platform is the fact that the activity will now take place in a social network environment. The browsing experience becomes more dynamic and the content is presented in real time.
Enhancing interaction and streamlining communication between consumers and brands, bringing them closer together and optimizing the consumer experience, is the main objective of the improvement project developed internally by the Portal da Queixa team .
“The main new feature will be the sharing of activity in a feed, making it easier for users to consult their complaints and the actions taken to handle them – whether they are responses, status changes or satisfaction ratings. The possibility of “liking” complaints and posts, following brands of your choice or the activity of other users (such as comments and complaints) in order to personalize each user’s browsing experience, are other new features related to consumers’ direct interactions with content and brands. A new notification area is also planned directly on the platform, which will allow users to act more quickly with brands, enabling complaints to be handled more effectively ,” explains Pedro Lourenço , CEO & Founder of Portal da Queixa .
Complaining will be easier on this Portuguese social network
The changes introduced to the platform also aim to facilitate the management of brands in response to the more than 400 complaints received daily, with a view to making the relationship between consumers and brands more agile and accessible, particularly in resolving their consumption problems .
“Formalizing a complaint will be even easier, as it will be possible to start a complaint from a photo that the consumer can take on site, maintaining the 3 simple steps of publishing a complaint completely free of charge. More new features will be implemented throughout the year, such as the possibility of publishing complaints in video and the launch of the APP (mobile application) for Android and IOS”, reveals Pedro Lourenço .
Every month, more than 1 million Portuguese consumers visit the Complaints Portal , however only 2% make complaints.
The remaining 98% research information about brands, which reinforces the importance of brands ensuring a good reputation at all points of contact, since building a relationship of trust with the consumer can be strengthened or undermined, depending on their performance on social platforms such as Portal da Queixa .
News for brands on the Complaint Portal
The new platform opens up space for brands that will have the possibility to contribute more informative and educational content.
Within the scope of specific themes, brands may promote publications that are useful to consumers, namely on good consumer practices and the disclosure of fraud and scam schemes.
What sets this pioneering project apart is the fact that the entire technological intervention and rebranding process was developed internally by the Portal da Queixa team , which focused its skills on creating an optimized platform that enhances its use in terms of scale, interaction and response.
For Vitor Vilela , CTO of Portal da Queixa , who was part of the platform’s development team: “The biggest challenge is to provide all the information that users are looking for in the shortest possible time. To achieve this, the entire User Experience (UX) was also redesigned so that the process, from when the consumer enters the platform to the solution, is faster and more intuitive.”
“This is undoubtedly a historic milestone in the journey of Portal da Queixa , which was created with the main objective of responding to the need to create closer connections that would overcome physical, bureaucratic and temporal barriers, enhancing the main action of human beings – communicating. And this objective was fully achieved by a team of Portuguese talent. We are proud!” concludes Pedro Lourenço .
One million registered users by 2020
The Complaint Portal is today a reference in consumer society in Portugal . Thousands of consumers seek, every day, to gain confidence in the brands present in the market.
The platform has more than 350 thousand registered users and aims to reach 1 million registered consumers by the end of 2020, after its internationalization to the Spanish market, which will take place later this year.
