Bazaarvoice Platform vs Womply

• Our ability to answer questions on our retail partner websites in a timely manner. We constantly win awards from our retail partners for questions responded to in 24 hours or less.
• Bazaarvoice Conversations gives us the ability to respond to all 1-2-3 star ratings and some 5-star reviews also. We welcome 1-2-3 star reviews as it gives us an opportunity to let customers know we are responsive to their issues.
• Bazaarvoice Conversations is easy to train on for new employees. It is intuitive and easy to teach people how to get their job done fast which I as a manager appreciate.

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• Invites credit card users to leave a review.
• Alerts me when a review has been made.
• It can also provide an automated response on the rated website.

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• Recently there were some changes to some of Facebook's policies. This has made pulling content from Instagram and Facebook a little more difficult than it was in the past. We now cannot send automated permission requests to customers as easily as we could before.
• It can get a little confusing when you are managing many different content channels with different rule sets. Initially we had a very complicated set up and found the dashboard a little confusing to navigate, but we have since trimmed down the complexity and have had no problems.
• Occasionally it can take much longer than expected to hear back from the support team.

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• The automated responses to ratings are a too mechanical in response.
• There is not a lot of direct follow up with me as a user.
• It would be helpful if a person at Womply would put together a monthly review and opportunities that we might be missing out on.

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• This has had a positive impact on the way the company identifies user issues and complaints more easily/readily.
• The negative impact is that departments seem to put a lot more expectations on our customers than this tool can provide (e.g., replies and follow-up), meaning that we aren't as able to provide additional information when requested.
• It's uncertain whether responding to reviews adds a lot of value when all is said and done. Reviewers rarely adjust their ratings, even if/when we sufficiently address their concerns or resolve issues.

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• There are no hard numbers but we do average 3-4 reviews per week when it used to be 1 or 2 a month.
• More ratings, especially positive, helps reflect on our business model and are good for us to see how we are really doing with customers.

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