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Personalized Support, A True Partnership
October 23, 2017

Personalized Support, A True Partnership

Reid Mirre, CPM | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with PowerReviews

We used PowerReviews for our eCommerce website. We collected over 4,000 reviews, plus questions and answers on our products. We used it to give UGC on our site, from real customers, to support the quality of our products as well as the value of our brand and our support.
  • Account Support. We had a great account manager for years who was with us through mergers with BV and post-cancellation of their merger. She provided excellent support, cared about our success, and took effort to know (and remember) us as clients.
  • Technical Support. We usually had less than a day turnaround for technical questions. We often needed support beyond most customers to achieve what we as a development team needed, and PR was always happy to oblige.
  • Stability. We never had significant outages or a lack of features. PR started to really improve the platform, once they broke out on their own (again.)
  • Vision. As noted, the BV merger set them back a bit, and while they are working hard, the platform is slightly dated.
  • Responsive support. Again, this is just an area where they are making efforts, but it feels behind.
  • I can only imagine positive impact, but as PR was set up as a vendor when I came aboard, I have never known life (or conversion rate) without them.
We are currently using BazaarVoice and while the platform is nice, the transition from PR has been very rough. Our account management seems spread too thin, and has outright acknowledged that they misplaced our notes. This has felt sloppy in comparison to PR.
PowerReviews is great for organizations that have multiple teams who moderate reviews, answer questions, etc. We had multiple routing options set up with PowerReviews, that the competition does not seem to be able to handle. Their review moderation happens quickly, and is open to challenges or concerns on reviews that either slipped through or didn't make the cut. They are used to working with large clients and are able to give you great support, especially with the team members who have been with their organization for a while.

What they could improve upon would be adding more features and modernization to their platform, both to what the customer sees and what you as a business user interacts with. Both feel slightly dated.