Overall Satisfaction with Yotpo
Yotpo is the primary method of Product Reviews for our eCommerce sites. It is also used as a secondary Review portal for Service Reviews. The reviews are utilized by our Marketing and Customer Service departments both reactively and proactively. The tool's functionality provides a proactive feedback loop to ensure that any product issues are addressed immediately. Yotpo also allows for immediate Customer Service follow up to any priority review submissions. Yotpo allows for some responsive automation to help collect data and includes auto-publish rules for a limited amount of specifications.
- Automated eMail requests for Product and Service Feedback
- Product Content Generation
- Providing Customer to Customer Review Structure
- Limited Amount of Automation
- Exceptionally Manual Response Process
- Tool UI could be easier to use
- Speed to Resolution Product Feedback (When appropriately staffed)
- Increased Service scores (Google Reviews, NiceReply, Yotpo)
- Additional Program Costs for Dedicated Staffing Resources
- Stella Service and Bazaarvoice Curations
Yotpo is a good tool at a great price. Their service has been helpful rather than delightful and it serves our purpose for the time being. Review syndication, additional automation and better-developed reporting and statistical output would be large growth areas for them. Many of their competitors provide similar solutions, but with a significantly higher price tag.
Using Yotpo
3 - Senior eCommerce Project Manager, Marketing Specialist, Retail Customer Service Lead. All three of these positions utilize the Yotpo tool throughout their week for varying reasons. Predominantly, the portal is used to check status', respond to customers and analyze trends. The ability to provide a dashboard of responses and rating overtime would be a large step in the right direction.
1 - Any customer service professionals working in the industry should have well-developed writing skills and a better than average working knowledge of open and closed questions. Ensuring the customer's questions and concerns are addressed in the fewest amount of encounters should be any agents priority. The use of Yotpo is no different.
- Product Use Feedback
- Proactive VoC Research
- Customer Service Score / Peer Satisfaction Displays