Retail Technology
| Log in | Subscribe
Subscribe | Log in
Retail Technology
Subscribe

Social commerce software open up web channel to full suite of social interactions

Social commerce software open up web channel to full suite of social interactions

 

Do-it-yourself (DIY) giant, B&Q is using social commerce solutions from Bazaarvoice to boost web sales and build better online customer relationships.

 

B&Q implemented Bazaarvoice’s Rating & Reviews tool as part of a major site re-design last year and launched customer-powered helpdesk Ask & Answer in November 2009.

 

It plans to go live with Bazaarvoice’s Stories solution in the first quarter of 2010 to further enhance the online customer experience, publicising shoppers’ experiences with the B&Q brand and empowering customers to provide product ideas.

 

The world’s third largest DIY and garden centre retailer said it prides itself on placing the customer at the heart of its business and wanted to get consumers more involved with the brand and give them a voice online.

 

Supporting interactive multichannel feedback

 

Ratings & Reviews and Ask & Answer enable B&Q to open up web-based interactions and track the positive impact customer-generated content is having on sales, site conversion rates and engagement.

 

B&Q is also analysing user feedback and working with manufacturers to continually improve products based on customers’ comments.

 

“Customer ratings and reviews are a no brainer for today’s online retailer,” explained Joanna Robb, multichannel development manager at B&Q. “Bazaarvoice’s technology means customers don’t just have to listen to us, but can talk with each other, helping them in the decision-making process.”

 

“User-generated content is something that consumers have come to expect,” said Andy Leaver, international vice-president at Bazaarvoice. “It’s no longer enough for a brand to promote their image and product range; customers are looking to their peers for recommendation and reassurance that they are making the right purchase decisions when buying on or offline. B&Q understands the value of tapping the customer voice and we’re proud to be working with them.”