Reviewing the reviewer
August 06, 2019
Reviewing the reviewer

Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Yotpo
We currently use Yotpo to collect customer reviews, UGC, and to post and answer Q&A on the site. It is used on our homepage displaying site /brand reviews as well as our product pages, with product specific reviews and UGC. It allows us to moderate reviews as they come in and respond either publicly or privately to reviews. The reporting also helps our buying/merchandising department to look at trends and respond to things on a product level as well. Customer service has a simple interface through which they can lend an extra level of support to our customers.
Pros
- Yotpo puts us in complete control over our reviews, good and bad, and allows us to choose which ones to feature on our website and Facebook accounts.
- You can do both manual and automatic review requests, so you can get a large number of reviews with a manual push at the beginning, then it can be very hands-off to continue to collect reviews for future customers.
- Yotpo has many templates and configurable widgets out of the box or you can break things apart and do a completely custom job time and resources permitting.
Cons
- We did not find the implementation process nearly as smooth as we would have hoped.
- There was very limited training for our teams at the time of launch.
- Support sometimes takes longer than we would like to get back to us.
- We have seen a very high response rate from our customers in terms of their willingness to write reviews for us, and have been very happy with the volume of high star reviews.
- The feedback we have gotten via reviews has allowed our buying teams to make better purchasing decisions and allowed our support teams to save a few customers that were unhappy!
- It is currently too soon for us to be able to measure the positive impact the reviews have on conversion rate and AOV.
We found these platforms to be fairly comparable. We ultimately chose Yotpo due to the flexibility around review moderation, and because of the possibility of adding on (and getting a price break for) Swell, for customer loyalty. We didn't decide to move forward with Swell at this time, but like that the two services will be connected if and when we do make that decision. Yotpo acquired Swell a short while ago.
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