TrustRadius
Yotpo: A solid (and budget friendly) manual review curation tool
https://www.trustradius.com/consumer-ratings-reviews-softwareYotpoUnspecified8.122101
Zach Shelley profile photo
February 07, 2018

Yotpo: A solid (and budget friendly) manual review curation tool

Score 7 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Yotpo

Yotpo is the primary method of Product Reviews for our eCommerce sites. It is also used as a secondary Review portal for Service Reviews. The reviews are utilized by our Marketing and Customer Service departments both reactively and proactively. The tool's functionality provides a proactive feedback loop to ensure that any product issues are addressed immediately. Yotpo also allows for immediate Customer Service follow up to any priority review submissions. Yotpo allows for some responsive automation to help collect data and includes auto-publish rules for a limited amount of specifications.
  • Automated eMail requests for Product and Service Feedback
  • Product Content Generation
  • Providing Customer to Customer Review Structure
  • Limited Amount of Automation
  • Exceptionally Manual Response Process
  • Tool UI could be easier to use
  • Speed to Resolution Product Feedback (When appropriately staffed)
  • Increased Service scores (Google Reviews, NiceReply, Yotpo)
  • Additional Program Costs for Dedicated Staffing Resources
Yotpo is a good tool at a great price. Their service has been helpful rather than delightful and it serves our purpose for the time being. Review syndication, additional automation and better-developed reporting and statistical output would be large growth areas for them. Many of their competitors provide similar solutions, but with a significantly higher price tag.
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.

Using Yotpo

3 - Senior eCommerce Project Manager, Marketing Specialist, Retail Customer Service Lead. All three of these positions utilize the Yotpo tool throughout their week for varying reasons. Predominantly, the portal is used to check status', respond to customers and analyze trends. The ability to provide a dashboard of responses and rating overtime would be a large step in the right direction.
1 - Any customer service professionals working in the industry should have well-developed writing skills and a better than average working knowledge of open and closed questions. Ensuring the customer's questions and concerns are addressed in the fewest amount of encounters should be any agents priority. The use of Yotpo is no different.
  • Product Use Feedback
  • Proactive VoC Research
  • Customer Service Score / Peer Satisfaction Displays
Our organization is very lean and agile and does not have the resources to staff either a Marketing or Customer Service Team member on reviews full time. We know and understand the value of such an individual but are unable to staff a position at this point. This reduces the value of the tool in our eyes.