Item: Bazaarvoice
Rating: 8
Author: rachel woolnough

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

We get on average 150+ reviews a week with an average rating of 4.7* from our customers which we know really helps conversion of our products overall.
We've used UGC content as some of our alternative product images on the website where they've been great quality which has helped views and visits to the product.
The UGC feature is quite a heavy product which has slowed our homepage load time slightly by having it but only minimal.

Support Rating

We have a great Client Success Director who is really attentive to our needs, and we have lots! She is really friendly and always gives tip and tricks on ways to do things. Even when things can't currently be done she will try and find a way to do them or raise them to be considered in the future. It's never a straight no! Raising a ticket with Bazaarvoice is also a good way to tech support which again are attended to in good time.

Key Insights

Do you think Bazaarvoice delivers good value for the price?

Yes

Are you happy with Bazaarvoice's feature set?

Yes

Did Bazaarvoice live up to sales and marketing promises?

Yes

Did implementation of Bazaarvoice go as expected?

Yes

Would you buy Bazaarvoice again?

Yes

Other Software Used

Dynamic Yield, Salesforce Commerce Cloud

Likelihood to Recommend

BazaarVoice is great for us in terms of gaining plenty of reviews for our products as the purchase of lingerie can be tricky anyway, let alone purchasing online without being able to try the product on first. We really do see an effect on a product's conversion by whether it has good reviews/bad reviews/no reviews so customers really engage with them for us. Likewise having the curations aspect it gives further insight for the customer as to how the product may fit on them. We have also used UGC images in some of our emails and site content as they've been such good quality and the ability to tag product makes it easy for a customer to shop.

Great platform to boost conversion and very attentive support!

Software Version

Overall Satisfaction with Bazaarvoice Local