Yotpo

Yotpo brings to our business hundreds of reviews every week. It's funny how we started with almost 0 reviews, and within a few months, we have thousands. The Yotpo system re-connects buyers with the store, so we have much higher retention. And all that just works, without spending hours to prepare/automate campaign. It just works.

I think Yotpo is a great service and platform for any business, especially a retail/ecomm business, who is looking for a way to collect, moderate and publish reviews as social proof for their brand and products. I think the features are largely there and relatively easy to use, however, my reservations around recommending them more strongly comes from the headache we experienced trying to implement and launch with them. We took it upon ourselves to do a very custom email template and to do some of the implementation work in house which caused a number of snags and delays, but you would think even going with a custom approach, things could have gone a lot more smoothly.

We are three months into a year-long commitment with Yotpo. We should have automated emails going out daily to customers, with customers providing reviews. However, that's not happening. After the long process of getting everything set up, we sent out a batch of emails manually. Yotpo was supposed to take it from there. Yotpo confirmed they were receiving the necessary data to send out the automated emails, yet no emails went out. We are 3+ months into our relationship now and automated emails are still not going out. We've sought answers, worked with support, worked with tech, and made some tweaks, yet no automated emails. Upon request, a tech manually sent out another batch of emails and accidentally included some customers who should not have received review requests yet. It was an innocent mistake, but frustrating because we got negative reviews saying customers hadn't received the products or didn't have enough time to review. At three months in, we should not still be seeking answers. The VP of Customer Success at Yotpo sent a request for feedback via a survey last month. I responded but received no feedback on my low recommendation. I also copied her on one of my emails to support. No response. At this point, I'm torn. We've signed a year-long agreement, which made me nervous in the first place, and Yotpo does have some features that we think will be a benefit over some competitors. However, that all remains to be seen. I cannot recommend them at this time. I'm still hoping they will turn things around.

Yotpo is a great tool for any organization that has a dedicated full-time resource for the process and elevation of customer reviews. There is workable automation within the tool but apart from the proactive pursuit of reviews, it offers little. Responses to Q and A are 100% manual. Responses to 1 - 3-star reviews are 100% manual in their moderation. There are additional teams whose services can be purchased at an additional cost to help alleviate some of the resource bandwidth consideration, however, Yotpo really only provides depth and help when serviced by a dedicated individual.