TrustRadius
https://dudodiprj2sv7.cloudfront.net/product-logos/A9/6S/CPP7FGJ1ON94.pngBazaarvoiceThe software does what it says it will and comes with great customer service.2018-11-17T02:44:42.686ZWe 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.,10,There are quite a few retailers that use the BV network and they like it when we can sync our native reviews, answer questions, and add content to their site. It helps drive traffic for them and for us so it is a win-win.
It is also a great way to monitor new products and see what improvements we can make as a manufacturer. Customers feedback is vital to innovation and quality.
Bazaarvoice is the largest software like theirs in the marketplace, I believe, and has the most vendors using it. It is pricey and while they do a great job and have fabulous customer service it seems like they try to separate the services so you are having to pay for everything. There are LOTS of upgrades and add-ons.,IBM Sterling Warehouse Management System, IdeaScale, ListrakMindy WilsonEffective Reviews - Difficult Account Integration2018-03-07T21:18:13.291ZBazaarvoice 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.,7,This is hard to gauge for us, as we had thousands of reviews already that we were importing. We spent a lot of time to move from an apple to a different apple, so in truth, it was going to be a sub-optimal ROI for the project. That said, that isn't BV's fault. If you are a major eCommerce site without VOC/reviews, you should evaluate them and PowerReviews. There is value there and it should help you.,PowerReviews,Slack, GitHub, ZenHubVerified UserGood, not great. At once successful and flawed.2017-08-04T22:04:08.390ZAs 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.,5,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.Joshua P. KennedyBazaarVoice will help you drive customers to buy your products!2017-07-27T20:31:48.307ZIt 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,9,Drives more business
Less phone calls for questions
Connect with customers on a more digital level,NetSuite, CommerceHubTravis WeedA great tool for Review Generation & Syndication.2017-06-20T22:13:08.038ZBazaarvoice 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.,8,Positive: Reviews on site. There is a real value ($) to this. Just look at what Amazon charges for Vine reviews. Reviews are the currency of ecommerce.
Positive: Review syndication. This has given us a real opportunity to look like the category leader we are across lots of difference sites.,PowerReviews, TurnTo Ratings & Reviews and Yotpo,Shopify, SimilarWeb PRO, AsanaOlin Graczyk
Unspecified
Bazaarvoice Conversations
27 Ratings
