Best Buy adds customer service reviews to its e-commerce website
Best Buy UK has introduced independent service reviews to its e-commerce website to enable customers to publicly rate its 'service performance and the products they purchase.
Working with Reevoo Reputation, Best Buy hopes that displaying the results will give customers, who have already decided which product to buy, the confidence to complete their transaction..
Pat Foley, head of online operations & customer experience for Best Buy UK, said: “At Best Buy we promise an unrivalled 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.”
Reevoo said its own research has suggested that readers of service reviews have been shown to convert at a 123% higher rate and that 58% of consumers now search for online reviews before buying from a retailer they have never heard of.
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."
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