Covid-19: Your questions answered

100%! We’re here for every single one of our customers throughout this difficult time, with our entire team working safely and remotely to maintain Feefo’s expected standard of excellence, reliability and customer service.  

If you need any help with your account our Support team can be reached via email at support@feefo.com.    

Yes, we’d highly recommend continuing to collect customer feedback during the coming months. With so much uncertainty around, this is your customer service team’s chance to shine! The excellent levels of support you offer your customers during this period will be reflected in the service reviews they leave for your business. The more customer feedback you collect, the more it will continue to showcase your brand as a transparent, trustworthy company and enable you to come out the other side of this with an even stronger reputation.   

A lot of companies will also be seeing an uplift in traffic, making this the ideal time to start collecting as many product reviews as possible. You can also use the sudden influx of feedback to help you understand how your business works under increased pressure and demand, and start using this new found insight to improve your customer experience.  

Your reviews are a fantastic source of insight into what your customers are thinking, especially during a time of uncertainty such as this. Use what they’re telling you to help inform your own business decisions, marketing communications and responses. Speaking directly to your customers in a language that they understand and addressing key point they’ve raised in their reviews, goes a long way towards showing them you care about their opinion and are willing to make every effort to reassure them and act in their best interests.  

Read our blog for lots of great tips on how to adapt your feedback campaigns to meet changing trading conditions.

Due to the current situation you may wish to delay your review request being sent out. You can manage your entire review campaign, including the timings for your reviews requests, from within the Feefo Hub. Simply login to your Feefo Hub account to get started.  

1. Select ‘Campaigns’ from the left hand navigation menu and click ‘Manage Campaigns’
2. Select the campaign you want to change, click the ‘Actions’ drop down menu and then choose ‘Edit’. 
3. In the ‘Triggers’ section, click on ‘Feedback Preferences’. 
4. From here you can edit the timings of your request by using the ‘Feedback Request Delay’ and ‘Feedback Request Time’ options

On the one hand, the widespread global uncertainty, particularly in terms of the financial markets, is causing many businesses to rethink spending, especially when it comes to investing in new technology. Despite everything that’s going on, there’s actually no better time to keep on collecting customer reviews, as what your customers are telling you can go a long way towards helping you enhance the customer experience that you’re giving. The sudden shift to online and digital platforms across so many industries, means focus needs to switch quickly towards getting to the heart of what your customers need. Feefo enables you to get to bottom of what’s really on the minds of your customers and gives you real-time data to address issues that you might not have paid so much attention to, or missed, before.  Now is the time to get under the skin of your customers, to garner loyalty and to show them that you’re really listening.

The way to a consumer’s heart is by building customer trust, which can be elusive, especially at the moment. Fundamentally developing a customer’s trust requires that your brand be transparent and feel genuine. To gain trust, you need to understand what motivates your customers to make a decision and where your brand plays a role in alleviating any fears they may have at the moment. Reviews play a critical role for so many shoppers when deciding to buy your products, so it’s imperative that you’ve captured the full breadth of opinions across your entire customer journey to help show future customers the benefits of your brand over your nearest competitor.

As the world currently moves everything online, it’s even more crucial to know why your basket abandonment rates are going up or that ‘delivery’ is so important to a consumer’s purchasing decision. Collecting reviews at key points of the customer journey and using the latest in sentiment analysis, you can quickly see the key issues your customers are having and take decisive action.

At this crucial time for businesses, we believe that our platform can help you look beyond your reviews and help companies like yours improve their customer experience. Whether you’re looking to get a better understanding of your customer journey or use our AI-tech to dig a little deeper into the reasons behind your customers frustrations, it’s all about helping you build better relationships and gain deeper insights that will allow your business to take action that really matters to your customers.

This is an unprecedented time for everyone and we’re doing all we can to support our customers and help businesses maintain their stellar reputations. It’s important to keep collecting feedback, especially to help gauge how your customer support and service teams are responding to the current situation.

As ever, with any moderation request, we will be reviewing Covid-19 based review content on a case by case basis. We don’t often have to remove or edit a review but there are occasions where we may have to step in. Honesty and openness is very important to us, so we’ll do our best to make sure that we make it known if we’ve made a change as a result of review content containing reference to Covid-19. Here are a few of the main reasons that we might be forced to intervene:

• Use of bad language
• Offensive content
• Litigious content
• No relevance (e.g. you’ve reviewed something unrelated)
• The review contains personal details of the business
• The review is proven to be false
• Force majeure

Force majeure in this instance refers to when an extraordinary event or circumstance beyond a business’ control prevents one or all parties from fulfilling those obligations.

Click here to read our moderation guidelines in full.