Introduction
Bazaarvoice (BV) is a vendor that provides features with rating & review products on website and allow us to manage the reviews received from customers.
Reviews allow our customers to make informed buying decisions if a product is good or bad by looking at our ratings & reviews, a customer can even upload photos or videos that really make the products stand out.
Reviews are very important also for our Google Rankings as the reviews will show up in search and help to boost our ranking in free search.
1) Overview of the process flow
a. Customer Submission
Customers will receive an email to ask them to rate the products after 9 days on their online purchase, a second email will be sent 7 days after the first email if customers have not responded to the first one.
When customers click on “start rating” on the product in the email. It will bring them to the ratings page. After they have rated the product, they can leave a review, add photos, videos etc. that about the product. The review will then be sent to BV.
b. Bazaarvoice to Review
Next, the reviews will be then checked by BV. We submitted a list to BV if a review includes the words not related to the product, such as eBay, shipping, lazada, etc., which it is the competitors or about the service, will be rejected. Most of the time the review will be approved.
c. Customer service to Review
Once a review is moderated by BV it will then be sent to Regional Customer Service team who will also audit all reviews through Zendesk. We accept all good or bad review if it Is product related. Reviews just about our service, such as such as delivery is to expensive or the shipping takes too long, will be rejected by our Regional CS team.
d. Reply to Reviews
CS team can also reply to reviews through BV.
2) Overview of Review Syndication
a. Share reviews across TRU Asia websites
The reviews on TRU Asia websites are shared across all markets, except China, with built in translation.
b. Share reviews with other sites
It also able to sync the reviews from TRU Canada and vendors such as Mattel, Lego and many more.
3) Step-by-step Guide
The general functions of BV have been introduced above and now it will be a step-to-step guide on how to log in to BV, to see a review and how to accept and reject the review in BV.
a. log in to Bazaarvoice
Click on the link to access to the BV portal: https://portal.bazaarvoice.com/signin
Enter your login credentials and hit log in.
When you see the next page, click on Menu > Workbench, select "toysrus-asia (PRODUCTION) for Client Instance and hit "Go to Workbench". It will bring you to the workbench where the reviews are shown.
b. See a Review
Hover your mouse on "Content", then click on "Rating & Reviews". It will then bring to the page that shows the reviews.
You will then see all the reviews and you are able to find or filter the reviews as you wish. You can also see the review is accepted or declined next to it.
c. Approve and Reject Reviews
i. Approve a review
When a review is rejected and you would like to approve that review, simply click on that and a pop up will appear on your screen as below. If you think the review is okay to be approved, just hit on approve and the review will be approved.
ii. Reject a review
To reject a review of a product, simply click on that review, then audit if the review meet our regulation to reject it. If yes, tick the moderator codes of the rejected reason and press reject.
It is then rejected by the Client.
iii. Add a response
You can also add a response to a review by simply click on "Add Response". Place you comment on the boxes and hit "save" when you finish.
iv. Moderator code meaning
You can hover your mouse on the moderator code and it will show you what is the meaning of that code. Below are the list of those codes.
CS - Customer Service Focused | CSN - Customer service issue (neutral) | DBA - Directing Business Away |
DUP - Duplicate | FL - Foreign Language | FRD - Authenticity Team Rejected |
GIU - Inappropriate | IMG - Inappropriate photo or video | LI - Legally Sensitive |
NBD - Needs Badging Disclosure | PII - Personally Identifiable Information | PUX - Lacks Personal Experience |
SI - Shipping & Fulfillment Focused | SPM - Spam or Duplicate Content | UA - Underage Reviewer |
URL - Contains a URL | VAC - Lack Relevant Information | WP - Intended for Different Product |
d. Receive Email Notification
BV is able to trigger customised email notification alerts to a receiver according to their options. You can choose to trigger a recurring notification that contains list of products, brands, or categories where user-generated content has affected those products, brands or categories, or an event trigger notification that contains a single piece of content that was just moderated and meets some special criteria. This type of alert is perfect when you're looking to take action on specific pieces of content.
You can sent email to Asia.eCommerce if you request to set up any notification triggers.