Technology retailer Best Buy UK has added Reevoo Reputation reviews to its e-commerce website so customers can rate the company’s service performance as well as the products they purchase.
Best Buy claims displaying the results gives customers, who have decided which product to buy, the confidence to complete their transaction on the Best Buy site.
Pat Foley, head of online operations & customer experience for Best Buy UK, said: “At Best Buy we promise an unrivaled level of impartial customer service and advice to make shopping easier and better for everyone. By displaying independent service performance reviews and comments about delivery, customer service and whether other customers would buy from us again, we continue to be an open and transparent retailer, thereby building further trust in our brand.
“Using Reevoo Reputation we’re able to receive instant feedback from our customers which allows us to make improvements to our business just as quickly. In doing so, we are also meeting the expectations of consumers who, nowadays, expect to see that type of socially-sourced information before they commit to buying.”
According to Reevoo, the presence of its Reputation service reviews on a retailer’s website provides measurable benefits, helping to gain consumers’ trust, reduce basket abandonment and increase conversion, as well as providing a way of fighting downwards price pressure.
Measured across all online retailers, basket abandonment accounts for 20%-60% of incomplete sales, with high-spenders more likely to abandon than low-spenders, it says.
Reevoo data shows, however, readers of service reviews have been shown to convert at a 123% higher rate.
Recent research commissioned by the company also suggests 58% of consumers now search for online reviews before buying from a retailer they’ve never heard of.
Using Reevoo Reputation, service reviews are proactively sourced from anyone completing a transaction on the participating retailer’s site, says the company.
Customers are asked to rate not only the product they have purchased, but also their buying experience – including customer service, delivery time, and whether or not they’d buy again from the retailer.
Richard Anson, founder and CEO of Reevoo, said: “Retailers need to engage in meaningful ways with their customers in stores, online and over the phone. Reevoo Reputation allows retailers like Best Buy to be part of the discussion and prove, right there on their site, exactly how highly rated they are for their service and it also enables them to nip in the bud any problems that might occur for the occasional unhappy customer.
“A great reputation allows retailers to switch customer focus away from price and to differentiate themselves on their quality of service – something which Best Buy is already resoundingly known for.”