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Below is our recent interview with Olivier Mouillet, CEO at Verified-Reviews:
Q: Can you give us insights into your features?
A: There are two things to know. First, we gather genuine customers reviews only. We collect by email, reviews from real customers who have made a purchase through the customers website to insure the authenticity of our reviews.
Second, we collect different types of reviews. With our “website reviews”, we collect comments on online experiences. We want customers to explain how their order on our customers websites was. If they easily found what they were looking for, if it was quick to be delivered etc… These reviews are published on Verified Reviews certificates. Thanks to these certificates and our partnership with Google, online shops working with us will display Seller Ratings on Adwords and gain more visibility. For the internet users, our label is a token of trust about the reliability of e-merchants.
We also collect “Product Reviews” so customers can share what they think about the products or services they ordered. Did the quality of the product meet their expectations? Is the color or the size what they were expecting? All kinds of information that can help customers to compare products and make the best decision. These reviews are published on the product pages, improving the SEO and the conversion rate.
What we can do online, we can also offer offline. We also gather reviews after purchases made in brick-and-mortar store locations. Customers will, for example, comment on the cleanliness of the boutique or the experience they had with the store employees. Here again, the merchants will gain more visibility because all reviews will be published on Verified Reviews certificates, store locators and Google my Business.
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Q: Why customer reviews are an important marketing tool?
A: Reviews are a simple tool but multifonctional. As I explained already, our clients can use them to gain more visibility into SEO and SEA and manage their e-reputation. But that’s not all. A lot of our clients use reviews to turn their marketing strategy towards “customer centric strategies”. They gather information from their reviews and analyze them to improve their services and products. Seen, improved, trusted, online and offline stores can increase their sales thanks to their reviews. Most importantly, reviews are now a part of the purchase habits. People will expect to find reviews on a shop or a product and will tend to shop other sites and products when they can’t find any.
Q: What are the best ways to encourage customers to review products/services?
A: By sending an email from a trusted third-party. Best practice is through an email because a good experience is just a natural thing for customers to share. Customers are more inclined to share a positive experience when asked for their feedback. That’s why platforms with organic reviews have so many negative comments. When you have a bad experience, you will want to share it whereas you will forget in a second your good ones. By sending an email, you “wake up” your happy customers and encourage them to review their experience with you. You will gather more positive reviews and get a better rating.
And why sending this email with a trusted third party and not by the merchant itself ? Because the email will be perceived as marketing pressure and may not be opened and answered. Visitors may think that the rating is not deserved because the merchants can erase all negative reviews. With an Google Trusted third party like Verified Reviews, you can benefit from a trusted label and a high return rate.
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Q: What are your plans for the future?
A: We currently have one office in Miami, another one in Boston and are planning to increase our development in the US. We gained the trust of clients like Kenneth Cole and Lacoste and we would like to continue to work with major retailers and global retailers. We are also working on new features and partnerships to offer the most efficient and complete technology for offline and online reviews.
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