Bazaarvoice Platform Review
We are using Bazaarvoice for review moderation and syndication, and we are using it on our own web page. We wanted to have a trustworthy …
Bazaarvoice
Bazaarvoice
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What is Bazaarvoice?
The Bazaarvoice platform provides businesses with the ability to collect and publish authentic feedback from their customers, who can review products and services, ask questions, and post photos and videos of their experiences with products. The vendor says that leveraging user-generated content can…
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- Free/Freemium Version
- Premium Consulting / Integration Services
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Product Details
What is Bazaarvoice?
The Bazaarvoice platform provides businesses
with the ability to collect and publish authentic feedback from their
customers, who can review products and services, ask questions, and post photos
and videos of their experiences with products. The vendor says that leveraging
user-generated content can increase sales and build brand loyalty.
Within the platform, the vendor provides seven core modules:
Within the platform, the vendor provides seven core modules:
- Ratings & Reviews
- Questions & Answers
- Sampling
- Connections
- Curations
- Insights
- Brand Edge
Bazaarvoice Features
- Supported: Ratings and Reviews - Gather and publish opinions about your product or service. You can send customers post-interaction email messages so they can easily access your review submission page. In addition, you can solicit and publish reviews about your company via Google seller ratings. Use BVSEO to boost your rating pages' presence on search engines. Analyze your transaction and conversion data with the ROI beacon.
- Supported: Questions and Answers - Help your potential customers make buying decisions by responding to and publishing inquiries about the products you offer. You can also use crowdsourced answers to manage responses about basic information.
- Supported: Seller Ratings - Gather and publish opinions about your service that are in turn displayed on your Google AdWords ads to increase click-through rates and drive more qualified traffic from paid search.
- Supported: Moderation
- Supported: Fraud detection and Protection
- Supported: ROI Measurement
Bazaarvoice Video
Watch Conversations overview
Bazaarvoice Integrations
Bazaarvoice Competitors
- In-house
- Inaction / No action
- Web CMS / e-Commerce built-in review functionality
Bazaarvoice Technical Details
| Deployment Types | SaaS |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Windows Phone |
| Supported Languages | Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English (Aus), Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Icelandic, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, UK English, Ukrainian, US English, Vietnamese |
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Reviews and Ratings
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July 03, 2020
Bazaarvoice Platform Review
We are using Bazaarvoice for review moderation and syndication, and we are using it on our own web page. We wanted to have a trustworthy platform for reviews and to be transparent with customer opinions and have their thoughts be heard on other retailer sites too. This affects the whole organization but it is managed and implemented by our IT team.
- Review moderation
- Good user-friendly platform
- Have good relations with partners
- Implementation is very demanding.
- There are no out of the box solutions.
- Implementation is not a one person job.
Our team uses Bazaarvoice Platform to respond to reviews for our products that are left on retail websites. We are able to respond to reviews from multiple retailers using just one platform. This tool saves our team time from having to visit multiple retail websites in order to respond to customer reviews. Bazaarvoice also offers reports for our reviews that we can use for weekly, monthly, quarterly, and yearly reports that address our product's ratings and reviews.
- Aggregates retail reviews
- Allows manufacturers the opportunity to respond to reviews
- Offers reporting options for ratings and reviews
- Allows manufacturers to respond to customer questions on retail sites
- The format of the connections portal could be updated.
- Fewer system outages that cause reviews to not be shown
- Better tracking of active and inactive products on retail sites
November 21, 2019
Great platform to boost conversion and very attentive support!
Bazaarvoice is used by our e-commerce team who use it on two levels: ratings and reviews and user generated content.
We know that having reviews on products helps to increase conversion on a website and Bazaarvoice aids this process for us in making the start-to-end journey simple and quick for a customer to navigate.
In terms of curations it helps to showcase our products on everyday people who buy and enjoy our products which offers a relatable aspect to the site. Buying online, especially lingerie can be tricky to understand size and fit from a product image so having user content as an extra helps our customers understand what the products look like on different body shapes therefore increasing probability to purchase.
We know that having reviews on products helps to increase conversion on a website and Bazaarvoice aids this process for us in making the start-to-end journey simple and quick for a customer to navigate.
In terms of curations it helps to showcase our products on everyday people who buy and enjoy our products which offers a relatable aspect to the site. Buying online, especially lingerie can be tricky to understand size and fit from a product image so having user content as an extra helps our customers understand what the products look like on different body shapes therefore increasing probability to purchase.
- They make writing and submitting reviews so simple for the customer and are always improving the process in line with customers' behaviours i.e. inmail submission for phone users as the biggest device type.
- Give detailed insights into your reviews and ratings with reports that can be auto generated and sent to relevant teams to highlight issues with products/common themes. This is useful as it eradicates the process of having to manually pull a report weekly which saves us time.
- Insights from curations too, you can see how many interactions and impressions each post has to determine popularity which has helped us gauge more what the customer wants to see from us in terms of content.
- The improvements made to the current platform are great however I feel there could be more frequent releases to update certain aspects of the platform that feel a little neglected. For example the process of uploading a photo to the site via curations is quite clunky for a customer and not able to be adjusted to be in line with the rest of the website. It would be great if this was more dynamic.
October 30, 2019
A must-have tool for a successful business
We use BV Conversations for Ratings & Reviews, Questions & Answers via API. The reviews portion is used by a specific department (my team) and the Q&A portion is used by multiple departments. The platform and all teams involved are both managed by me. It does address a problem, but rather allows us to better understand how the products we sell perform in our customers' hands. We gain insight into which products are good and which need improvements, and which should receive more of a focus. Reviews give the brands we work with a knowledge base of high performing products and where there's room for improvement. Q&A is a great place for brands and customers to engage with one another and for customers to get the answers they need.
- Authenticity - They vet each and every piece of content that comes in and check it for fraud, spam, and other things to make sure your site is only populated with authentic content.
- Support - BV provides top-notch support that is responsive, knowledgeable, and extremely helpful in ways we never thought possible from a partner. They constantly improve their platform and the reporting available as well.
- Functionality - The platform is easy to use and very intuitive. The features it has and the capabilities it provides is unmatched by previous providers we've used.
- Some of the reporting features are clunky and confusing, but they just updated that!
- I wish Reviews and Q&A information could be exported at the same time and that CGC for both could be displayed in one view.
- The fact that email addresses cannot be searched is frustrating.
We currently use Bazaarvoice Conversations within our Marketing Department, but the information is shared between the Customer Service and Product Development Teams when issues need to be resolved. It addresses business problems such as customer concerns, outreach, and getting past those pre-purchase hesitations that customers face.
- Answering questions regarding product use and quality.
- Allows the community to connect and answer questions regarding product and use.
- Real-time notifications i.e. desktop notifications.
October 09, 2019
Bazaarvoice Conversations is a Great Choice for Reviews and Q&A
Bazaarvoice Conversations is being used as one of our feedback channels for our product development team and web team, a touch point for our customer experience team, and a tool to help show new customers the quality and fit of our product line.
When we see patterns in customer questions, we become aware of short comings in our website experience and we take steps to address them. The same can be said for our product development team, if something seems to be bothering multiple customers, we see it as a chance to improve our offerings. Our customer experience team often will be able to improve or repair our relationship with our customers based on their questions or reviews. We have a warranty that many of our customers don't take advantage of on their own but having that conversation helps us help them.
We also feel our customers trust other customer's feedback on our website and use their opinions to make more informed decisions on which products to buy and which size is most appropriate for them.
- Multiple touch points throughout the year to make sure ROI is being met
- Easy to implement into websites
- Advanced features can be turned on and off depending on current needs
- Their login to their portal is awful. They are working on creating a single sign on experience but right now there are different usernames and passwords depending on what dashboard you are attempting to access.
- They could probably spend more time optimizing the cost of their initialization script. The size of the JavaScript concerns me.
- They could work on their deployment and preview tools. The time for our staged changes to show on the live site doesn't seem to be as quick as it should be and the preview tools don't take into account the site's CSS files for display.
October 08, 2019
Great for Beginners
It is currently being used by our social media department. We use Bazaarvoice Conversations for product reviews where we can see what customers are saying about certain items. It gives us a good idea if something needs to be updated on the website. We also use it for product safety concerns a lot of customers will leave reviews of hazards that products have caused and we do our best to make sure the products are safe for consumers.
- It does a good job of sorting items into different categories.
- It's great for researching different items.
- It's very easy to navigate though all the different tabs and find what you are looking for.
- I feel like the overall design could be updated.
- Easier to find specific reviews.
Bazaarvoice is being used at our organization to gain deeper insights into our customer satisfaction with our products, measure overall customer sentiment, and identify areas of improvement within our brand and products.
- Bazaarvoice does a great job of integrating with our sites and their designs
- Bazaarvoice does a great job of communicating with their customers - lots of support available
- Bazaarvoice has done a good job of kicking off some deeper analytics for our organization
- Bazaarvoice's backend analytics and UI is overall clunky and confusing. There is a pretty steep learning curve. It needs to be updated.
- The reporting on Bazaarvoice is also clunky. The export tool is confusing and not pretty. It needs to be updated.
- Although we've got great technical support, I wish there was more "consulting" happening to help us understand how we can leverage the data we're collecting even more smartly than what we are.
Bazaarvoice Conversations is used by the digital marketing and digital sales teams to better engage customers by understanding their reviews, requirements and issues they face. Moreover, it also allows you to interact with your customers for better engage them, build the brand and improve products. These capabilities help you build the brand and improve revenue as well.
- Bazaarvoice Conversations easily integrates post purchase emails hosted by Bazaarvoice
- The config hub makes it really easy to set up quickly for the non technical team without a need of the developer team
- It allows non-technical staff to convert the design to copy within the application user interface
- Streamlined reporting across Bazaar Voice applications is not available and that requires manual efforts to integrate and understand data from diff applications
- Flexibility and more options would be great for various layouts that is not available at this time
- It does not allow including reviews from other platforms and that is missing
November 18, 2018
Social Media Curation Made Easy
Bazaarvoice Curations is currently being used by our marketing and creative teams. They use Curations to gather social media content that has been tagged with a specific hashtag as well as any content from some specific accounts that we have chosen. Our marketing team then picks the best content and displays it on a landing page on our site. This provides an opportunity for our customers to engage with our brand as well as for us to engage with our customers. We also have discussed monetizing the posts on our site by tagging the products in the images to link back to their product pages.
- Bazaarvoice Curations makes it incredibly easy to pull in content from multiple social media platforms for us to review.
- Once the content is pulled into the Curations dashboard, our marketing team can very easily scroll through all the images and decide which ones we would like to feature on our site.
- Curations also makes it very easy to tag any of our products in the images. We are able to do this manually, but Bazaarvoice also offers the option of letting their team tag the products they see in our images.
- 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.
We are a manufacturer and sell to many retailers. We use this software to monitor reviews across multiple websites and our own. We also use the syndication option, and the Q&A manufacturer response option in Connections. BV as we call it internally is basically a hub where we can monitor and analyze our engagement with our vendors and customers to make sure they are getting the best customer service possible.
- Reporting
- Syndication
- Customer Service
- They are working on building their new support community. I think when the community get better the more vendors get involved in it.
March 07, 2018
Effective Reviews - Difficult Account Integration
Bazaarvoice Conversations is being used across a few different areas of the business. We moved to it from PowerReviews to simplify our vendors across the organization. It does not solve anything new that PowerReviews did not, other than reducing contract totals.
- UI is fairly intuitive.
- Allows for customization of design to copy within the interface, which is nice for non-technical users of the tool.
- Visually, it is about as attractive as other leading review vendors.
- We lacked true integration assistance. We found so many things that were off or overlooked, things that a vendor should be on top of when setting up someone transitioning.
- The tool, when implemented, seems pretty bloated in terms of how it is built and total assets used.
- We had to take ownership of the integration process and do additional resource to then reach out to our team at the vendor to gain help with.
February 12, 2018
Bazaarvoice quickly provides you the customer's voice.
We currently have a list of vendors showing in Bazaarvoice where customers leave comments or questions. It is highly convenient because it notifies you of a new question or comment. It also allows you to "one stop" experience...rather than having to visit multiple websites of various customers, you can simply and conveniently go to Bazaarvoice and take care of everyone at once. This program saves you time and helps you look more professional and responsive, with little effort.
- The Bazaarvoice Local program is very user-friendly. It is simple and easy to understand.
- The program is also multi-purpose, it allows the customers to ask questions, leave reviews therefore allowing you to quickly answer the questions or see the reviews real time for better information of the consumer experience to be able to promptly rectify any negative situations.
- I love the one stop shop feel. It allows you to NOT have to go to every single site that your product is sold on daily to look for information. Instead, Bazaarvoice Local emails you to let you know that you have unanswered questions or reviews to look at. You can simply log into their site and see all vendors at once. So much more efficient than searching every site everyday.
- I appreciate the ability to run reports to track engagement, response time and summaries of it ALL.
- I have only had to contact Bazaarvoice support a couple times, I feel the experience could have gone better. It could have been a one off or my lack of communicating the issue I was having. I disconnected that call, tried again and the next agent was extremely helpful so I quickly forgave.
August 04, 2017
Good, not great. At once successful and flawed.
As many companies (especially those in the tech industry) are aware, many critical reviews can be attributed to product misuse or misinformation. Responding to reviews (and questions, for a more proactive approach) helps solve that by educating consumers who overlooked a feature they claim is missing or who simply don't want to use an owner's manual.
But responding to reviews is just as beneficial to potential customers as it is to the customers you're technically replying to. People shopping around for products frequently read through critical reviews to see where products fall short. Seeing a branded presence shows that you care as a company, but it also allows you to clear up misconceptions. Potential buyers have the opportunity to weigh other customers' complaints against the company response, which can mean the difference between a new purchase and a lost sale.
We've seen many product reviews upgraded after we respond. Users really appreciate that we are monitoring and educating.
- My company's products are sold by a huge range of retailers/dealers, and we've long recognized the value of having a presence in product reviews. Bazaarvoice's format makes responding to product reviews a much simpler and more efficient process. Reviews are fed to you in a work list, so you don't have to visit each retailer's website to respond.
- Branded responses to reviews (and product questions) also makes them standout so customers looking for the most informed response can quickly spot it.
- BV's support path (Spark) is a good resource, though it does make the process feel a bit impersonal. That said, as impersonal as your support tickets begin, it's great to see exactly what progress has been made and all the communication you've received about the issue.
- Bazaarvoice does suffer from some deficits. Filtering for reviews and questions is virtually worthless if you're trying to zero in on a specific product or group of products. The best you can do is filter by product ID, but different retailers will have different IDs for the same product, so even that is not intuitive or effective.
- Speed of the product is slow on the average day, very slow on a bad day, and slightly better than slow on a good day. Loading more questions/reviews or refreshing a view can be time consuming.
- Bazaarvoice's reporting is severely lacking. I need to use reports to track my team's responses for quality purposes. I also use this data to gauge productivity. However, report filtering doesn't allow you to filter by response date...only the date on which the review was posted by the customer. Although the spreadsheet you get DOES include the response date, this is inexplicably missing from report filters.
- Thinking back on speed, reports take a VERY long time to pull, even when your date range is small and recent.
- If you have multiple users who respond to items, there's also no user differentiation in reports. So unless you have your team members sign/initial their responses, there's no way to tell who wrote what when you look at a response report. This seems like an oversight since every user has their own unique login credentials.
- Finally, you should consider what your retailer network will REALLY look like. My company has around 15 retailers activated on our network, but more than 90% of our reviews come from just two of those dealers. Responding to questions is free with BV, but reviews require an upgrade to Connections Premium, so it's a good idea to check all your retailers' sites to see how many reviews they house and how active users are before paying for the upgrade.
August 04, 2017
Increasing satisfaction
It's main use is to provide ratings and reviews on products to increase conversion. It's secondary use is for the business to see when we are ranging poor quality items so this can be addressed in range reviews.
- There is a config hub which enables the business users to have control over their implementation of Conversations without the need for front end development all the time. This reduces time to make changes and improvements and learn impacts from different alterations.
- It offers customers an enriched experience on your site, and allows the customer to gain confidence in their purchases before they make it due to the reviews and ratings helping them.
- Would be good to have more control over the UI within the dashboard. The control is there, but more flexibility over specific layout in the front end of the website would help.
It is being used to answer questions asked by our customers that are purchasing through our partner, Home Depot. It is only used by 3 people that have a clear understanding of the ordering process through that channel. The problem this addresses is the connections with customers of out products. They no longer need to reach us by phone only, they can ask a question and be assured that their question is being answered by a Weatherables Pro.
- Shows reviews
- Allows instant answers to questions
- Multiple channel capability
- Hard to keep up
- Examples of responses not available
- Limited mobile capabilities
June 20, 2017
A great tool for Review Generation & Syndication.
Bazaarvoice Conversation is being utilized by several clients I consult with on Digital Strategy (Fortune 500). Currently, the digital and ecommerce teams lead the decision making and management of Bazaarvoice. However, Consumer Affairs, Consumer Insights, Media and the Brand Marketing teams are all actively involved in utilization of the product and semi-annual reviews of performance and enhancements.
- Review Generation: Great modules (especially the latest Conversation updates) for each review collection. Additionally Bazaarvoice has technology that can automatically follow-up with consumers (pixel collection) to request reviews.
- Review Syndication: Bazaarvoice syndicates out to almost all of the prominent retailers in the US landscape.
- Innovation: The Bazaarvoice team continues to innovate and enhance against their current platform offering. Each year lots of new modules are available that continue to develop or review efforts.
- Lack of Global: The tool does not expand to a lot of retailers outside the US. I know they are building this out more all of the time, but can be a bit frustrating.
- Expensive to Customize: The out-of-the-box solution is great, but if you decide to customize more heavily, it can lead to high costs. Bazaarvoice requires teams hand over creative files and they develop it on their end, which is not always ideal.
- Tough to Input your own Reviews: Bazaarvoice has policies about what meets "their criteria" for review generation. If you collect reviews outside of Bazaarvoice and want to upload (eg. an event), if it did not go through their platform you usually can not submit.
February 01, 2016
Reviews Generate Conversion Lift & SEO Rich Content
Our marketing department is using Bazaarvoice on our two direct to consumer websites. Customer reviews help improve our conversion rate, bounce rate and time on site. It also helps provide SEO rich content on the product detail page which gives us better rankings on SERPS. Review stars on Category Pages improve CTR as well.
- When a customer purchases from us, they are sent a post-interaction email by Bazaarvoice two weeks later after they've received their purchase and had a chance to try it out. This email gets customers back on our site leaving SEO-rich reviews. Our marketing team uses these reviews for social posts and email blasts as well.
- The Bazaarvoice annual conference was really beneficial. I was able to talk to different Bazaarvoice teams and get recommendations for improving our experience with Bazaarvoice. I also got ideas from fellow marketers on how they were able to increase reviews or use the reviews in marketing initiatives.
- The Bazaarvoice Conversion Impact Report lets me know Conversion Rate, AOV, Revenue, etc. for customers who've used reviews vs. those who haven't. This helps me know that Bazaarvoice is paying for itself.
- The Questions & Answers section on the product detail pages give us another way to add SEO-rich content when we answer customer questions. It also gives us insight into what the customers are struggling with. With this info we will add info to our product description, shipping pages, etc.
- I would like to be able to incentivize our customers to leave a review by offering a coupon or entering their name into a drawing if they leave a review. However, Bazaarvoice doesn't consider these authentic reviews if our customers are rewarded for leaving them and so they discourage this practice. However I've seen other review engines offer a way to reward customers for their reviews.
- We have a Magento store with two different store instances. When we brought the second store online and added Bazaarvoice it was a disaster. Our products were all mixed it up and it took several months to resolve. I would be very careful if you're running more than one store with Bazaarvoice.
- I wish they had a more robust reporting dashboard. Most of the reports have to be generated using a template that is emailed to me and downloaded as a csv. I would rather see this info in the dashboard with the ability to download charts and report info in a pdf. This is helpful in reporting to the executive team who likes a visual [presentation].
September 30, 2015
Social Strategy Selection - more than just stars.
The Bazaarvoice reviews platform is used by several shared clients. I also worked for Bazaarvoice in the past.
- It is an excellent enterprise software solution for any business looking to do more with reviews and UGC than just an onsite widget.
- Reporting and analytics is best in class. Built more for the end business user than the complicated analysts tools that are more common.
- Open API - very easy to integrate in marketing and technology development.
- Innovation - especially in data and flexibility. Although top of the list for me in reporting/analytics, this will not always be the case.
- Flexibility - some of the newer product improvements are more structured.
- Internationalisation - although coverage is strong in many areas, Bazaarvoice could do with stronger adaptability to the different international markets.
We use Bazaarvoice ratings and reviews and ask and answer across the product pages on our eCommerce site. It took some effort to by our IT department to get the product integrated with our eCommerce platform, particularly in terms of ensuring our SEO was not compromised, but now it is almost entirely managed by the marketing team. We use the conversations product which allows us to very easily change basic elements of the on-page display through config, but also limits us a little - for example we're not able to customise the layout of product review invitation email as yet.
- Excellent reporting with a good array of pre built dashboards and alerts plus the ability to pull out any piece of data you need at any time.
- Enables us to very easily customise the product review form and tailor it to the type of product being reviewed.
- Pre built rating types and social sharing functions that are available for the product review form work particularly well for apparel eg: 'upload a photo of yourself wearing the garment direct from Facebook' and a sliding bar for 'how you rate this garment on fit'.
- When we introduced Bazaarvoice and replaced our core platform product review function we saw the number of reviews reduce quite drastically. This is because our old review form was very short and simple to use, whereas in our Bazaarvoice implementation we introduced a lot of extra questions and ratings for the reviewer to complete. This caused some users to abandon the process. We have learnt there is a fine line between asking more questions to get richer content for those in the buying process and asking too many questions so that reviewers are put off. To that end, the Bazaarvoice product would benefit from inbuilt A|B testing to help clients optimise the implementation.
- More flexibility to customise the product review invitation email when using the Conversations product, and the ability to choose which system emails are turned on and which are turned off. Currently it's all or nothing, with the exception of the review invitation email, so we have opted to turn system emails off rather than have our customers bombarded with emails about their product review.
November 05, 2014
Bazaarvoice - R&R, Q&A, Curation, Reporting
Bazaarvoice (BV) is being used enterprise wide for Hanesbrands Inc. The product addresses our need to collect reviews, stream and moderate social mentions and syndicate to partner retailers.
The departments using BV are Consumer Services, Direct-to-Consumer, Analysts, website developers and Business-to-Business units.
The departments using BV are Consumer Services, Direct-to-Consumer, Analysts, website developers and Business-to-Business units.
- Bazaarvoice is the GO TO company for collecting onsite ratings and reviews.
- Bazaarvoice Curations is new and is making a great impact on conversion! (acquired with Feed Magnet). Having BV handle the moderation based on our business rules allows personnel savings.
- Bringing Curation into the singular Bazaarvoice dashboard instead of a separate link will be beneficial. Right now there are two separate links. Currently you use two different dashboards to access each feature.
- I would also like the Training and Issues portal (Spark) to be part of the Bazaarvoice dashboard and not a separate link/email/password.
We initially signed on with PowerReviews...then BV purchased PR. The transition was uneventful. We were told the 2 would combine the best features and everyone would benefit and transition to the new bigger better solution. That never happened. Now as of 2014, BV has sold PR. We are not sure how this will affect us.
- We use reviews on site. Processes have good uptime, and there are no technical issues
- Account management is below par....really only get service at renewal time
- They don't see us as a partner and don't really express interest in growing our business unless they was to sell us more products.
- They are really just a necessary evil