Online reviews as well as questions and answers are becoming more and more important.
For this reason, many companies use Bazaarvoice as a review tool. This makes it possible, for example, to integrate customer reviews both in the brand manufacturer’s web store and on individual store pages of other retailers. With Bazaarvoice, it is therefore possible to integrate a consistent review function on the respective product detail page. At the same time, all reviews and questions can be analyzed and answered in the backend.
Zendesk is a customer support software for companies of all industries and sizes that helps to manage and answer all customer inquiries across different channels.
To enable Zendesk users to easily handle their reviews and questions from Amazon, Google & Co. through your Zendesk interface, we have developed a specific Zendesk app called gominga Review Manager which is available here and in the official Zendesk Marketplace.
With this guide we want to help you better understand the connections between Bazaarvoice, Zendesk and gominga.
Bazaarvoice for your own webshop
Bazaarvoice is known internationally by many companies and is widely used in many webshops. For example, brand manufacturers use the integration to offer a ratings & reviews function on the product detail pages. This allows consumers to share opinions and experiences with others. These ratings can then of course also be commented on by the company and analyzed and managed by the company via the so-called Bazaarvoice Workbench backend.
Learn from customer behavior and stay one step ahead of trends
(Source: Bazaarvoice)
Bazaarvoice for retailers such as MediaMarkt in Germany or Homedepot in the U.S.A.
In addition to the offer for your own website, Bazaarvoice also offers the integration of its rating function for online retailers. This allows consumers to post new reviews or read existing reviews on the retailer’s product detail page.
Depending on the Bazaarvoice package, the individual reviews can be edited in the backend – both by the merchant and the manufacturer.
In the U.S.A. and Europe Bazaarvoice has a very large number of customers and thus has a far-reaching network of brands and retailers.
Review syndication with Bazaarvoice
By linking manufacturers and retailers for online reviews, Bazaarvoice offers its customers the largest network for review syndication worldwide. This means reviews can be transferred from one website to another. For example, a brand manufacturer can transfer a review from one country webshop to another (e.g. from XY.de to XY.com) as well as from one country webshop to a retailer site (e.g. from XY.de to ABC.de).
Here you can find out more about “Review Syndication”.
Bazaarvoice functions
Bazaarvoice offers all its customers a functionality for ratings as well as for questions and answers. These can therefore be used both for the company’s own web store and by merchants. The same applies to processing – i.e. analyzing and answering reviews and questions. Moreover, in addition to reviews, questions & answers can also be syndicated, i.e. “distributed”.
By using Bazaarvoice in your web store, you can increase customer trust and loyalty, strengthen your online reputation, and ultimately increase sales. However, to be able to develop a comprehensive understanding of your customers’ needs and concerns, and in this way improve and strengthen your customer experience, it is worth linking Baazarvoice to a customer support platform such as Zendesk.
For example, customer reviews and feedback from Bazaarvoice can be integrated with Zendesk to provide support agents with valuable information that can help resolve customer issues. In addition, companies can use Zendesk to respond to customer complaints or inquiries related to products or services that have surfaced in Bazaarvoice reviews or feedback.
To enable this integration, we developed the gominga Review Manager Zendesk app.
Managing Bazaarvoice reviews with the gominga Zendesk app
gominga is the world’s No.1 in review management and has developed a dedicated Zendesk integration. This allows Zendesk users to easily manage review management via Zendesk, i.e. in addition to the well-known customer service channels in Zendesk, all relevant online players regarding reviews and questions can be connected via the gominga app. Thus, the gominga Review Manager App simplifies the monitoring and answering of reviews and questions for your products, mobile apps, brand webshops and locations.
gominga thus enables the management of reviews and questions from over 300 online platforms in one application.
The platform collects feedback from multiple sources such as Amazon, Bazaarvoice, Google My Business, Trustpilot and more. Reviews and questions are automatically converted into a Zendesk ticket for customer service representatives to process. Relevant data points are delivered as custom fields in Zendesk, enabling efficient workflow management.
You can find the gominga Review Manager app here and in the official Zendesk Marketplace. The technical integration works quite simply.
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