TrustRadius
https://dudodiprj2sv7.cloudfront.net/product-logos/A9/6S/CPP7FGJ1ON94.pngBazaarvoiceBazaarvoice Conversations is an integral part of our daily routine2018-11-21T22:22:58.866ZBazaarvoice Conversations is being used by our digital marketing, sales, product development, quality and customer service departments on a daily basis. Our main goal is to support two of our largest customers, big box retailers in the home improvement industry. We answer all questions from customers on their websites for our products. We also respond to all 1-2-3 star ratings and some 5-star also. Bazaarvoice Conversations is a great tool for rapid response.,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.,I think more notifications need to be sent out earlier for system outages and broken features.
Don't just tell me when I open an issue case that it is a "Known issue and we are working on it", let me know before I open a case.
Toggleing between brands and staying on the same task could be easier.,10,It is pricey but we are seeing positive ROI in that our customers are entrusting more SKUs to those suppliers that do a great job with BazaarVoice.
The implementation phase is a bit hard to accept. Once you sign up and pay for the first year you are then hit with implementation costs. Those need to be clearly spelled out up front.,PowerReviews,Kentico, Progress Sitefinity, WordPressRichard PetersonThe 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 Weed
Unspecified
Bazaarvoice Conversations
31 Ratings
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