When Will It Work?
September 21, 2021
When Will It Work?
Score 3 out of 10
Overall Satisfaction with Yotpo
We are using Yotpo to collect reviews from customers who purchase our products. Currently, we have it set up on one website, with the plan to set it up for a sister company as well. We were attracted to the ability to syndicate reviews across store sites for two different companies.
- Review capture
- Taken a lot of employee time to set up
- Frustration with system not working
- Great customer feedback on the reviews we have received from manual emails
I've followed Yotpo for some time. What always held me back was the cost and year-long commitment. Ultimately, we selected Yotpo because of the syndication, which would allow us to use reviews on two different sites.
Do you think Yotpo delivers good value for the price?
Are you happy with Yotpo's feature set?
Did Yotpo live up to sales and marketing promises?
Did implementation of Yotpo go as expected?
Would you buy Yotpo again?
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.