Bazaarvoice

Enabling digital ads and personalized content

Shares ratings, reviews, videos, and other user-generated content for our brand that helps in increasing sales and loyalty

Automated mails to customers so that we can get direct reviews on our page directly from purchasing customers

Insights dashboard can be more insightful as it does not give a complete picture right now - there are some areas that we have to look for rather than being presented to us straight away.

Social platforms remain untagged, like TikTok, and I would love to see it added.

There can be some lag while using BV on Instagram and auto-posting has some major lag as well.

It helps see campaign performance.

It helps drive revenue directly.

It gives actionable insights.

The assistant can be better.

The assistant could do with a wider gamut of replies.

It builds a connection with our end-user.

User-friendly tool to track and manage UGC.

Increases visibility on all social media platform through auto-posting feature.

Quite expensive.

Sometimes I get delayed notifications.

Need improvement in insights dashboard.

Collection of new reviews- review campaigns.

Agreement with retailers and syndication of reviews.

Sampling promotions.

Enhance the retailer network in different markets.

Convince retailers about reverse syndication.

Making possible to syndicate between retailers the reviews- currently very limited.

Compiles feedback from various stores.

Offers producers the chance to weigh in on consumer reviews.

Provides a variety of report choices for tallied reviews and ratings.

It's not possible to think beyond the box and find a remedy.

The responsibility for implementation cannot rest on one person's shoulders.

It's a lot of work to put it all together.

Good out of the box product review widget design.

Good customer service and account support.

Syncing product reviews to other retailers.

Products come at a premium price.

Mismatched product SKUs between brands and retailers are not automatically identified which leads to some manual maintenance.

Some long lead times on sampling programs.

User-friendly platform

Detailed Reporting & Analytics

Prompt Customer Support

Social sharing is possible

Loads slowly

Navigation is tedious

UGC Permission tool is often inaccurate

Expensive

Ratings

Reviews

The user experience is lacking

The portal is outdated

Box design

Understanding of brand needs

Strategic development of end customer list

Personalization

Performance

Brand storytelling

Simple User Interface

Great tech support team

Easy to use features

Sometimes it becomes difficult to swap between different use cases

Sometimes the User experience can be lacking so can work on improving that

Some sections are outdated eg the portal and workbench

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.

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

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.

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.

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.

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.

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 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 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

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.

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.

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.

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.

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.

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.