Building Customer Loyalty for Global Brands and Themselves
Since it was founded in 2011, Yotpo has redefined the process of building customer loyalty in ecommerce. Today, Yotpo makes it easy for its user base of over 400,000 businesses to bring in new customers by collecting and promoting user-generated content in a strategic way. As a business focused on building customer loyalty for their own users, Yotpo understands the importance of providing top-notch customer service.
Tomer Tagrin thought he’d purchased a quality camera as a birthday present for a friend. But even after researching the best models for his budget, it turned out his friend’s new camera didn’t work as its customer reviews promised. Tomer soon realized he’d been tricked by fake reviews. Frustrated and knowing he wasn’t the only victim, Tomer set out to find a way to protect online shoppers from falling into the same situation. In Tomer’s words, “The idea behind our efforts was to help businesses bring in more reliable online product reviews. The whole lifecycle of the customer experience has been at the heart of our work from day one.” He recruited the help of his friend and former classmate, Omri Cohen, and together, the two created the first version of the software to do just that and called it Yotpo.
“The whole lifecycle of the customer experience has always been at the heart of our work from day one.”
-Tomer Tagrin, CEO
Growth and Challenges
Yotpo expanded its platform to help brands collect and showcase reliable customer feedback to increase sales. For example, with Yotpo’s Automatic Review Requests, businesses send automated emails that let customers easily publish feedback on their purchases. As the company grew, Yotpo took on clients like GoPro, Pura Vida Bracelets, UNTUCKit and MVMT, as well as partnerships with Google, Instagram, Facebook and Pinterest.
Though Yotpo’s success didn’t come without obstacles. Like many startups, Yotpo realized it needed a customer support software to serve its growing user base. According to Danny Pinto, Yotpo’s Global Head of SMB Support, “We needed an easy way to preempt customer questions and help our users help themselves. Even though the help desk software we started with is commonly used, it was surprisingly complicated to manage and our support agents found it difficult.” Now knowing what they didn’t want in a customer support platform, Yotpo was better prepared to find a more user-friendly alternative.
“We needed an easy way to preempt customer questions and help our users help themselves.”
-Danny Pinto, Global Head of SMB Support
After looking at different customer support solutions, Yotpo found a fit in Wix Answers. Today, Yotpo relies on Wix Answers’ knowledge base software to help its users find the information to guide them in using the Yotpo suite. Yotpo’s knowledge base is filled with over 600 support articles, all sorted into searchable categories.
In addition to being simple for Yotpo customers to use, Yotpo’s knowledge base is fully customized and features the company’s logo, images and favicon. “The knowledge base we built with Wix Answers gives our customers an easy way to find the information they need on their own, in a way that looks consistent with our brand. We consider it an integral part of our user experience,” Danny said. Yotpo also created an internal knowledge base using Wix Answers, which its support agents use to respond to customer tickets efficiently.
"The knowledge base we built with Wix Answers gives our customers an easy way to find the information they need on their own, in a way that looks consistent with our brand. We consider it an integral part of our user experience."
Yotpo’s Wix Answers knowledge base has helped deflect tens of thousands of customer tickets. "Despite the increase in our monthly sign ups, the volume of our customer tickets has decreased, largely because of our intuitive Wix Answers self-service center," Danny said. This has freed up Yotpo’s support team to spend their time and attention on more proactive customer service.
Yotpo has also benefited from the analytics and feedback tools that come as part of its support platform. “Wix Answers gives us a clear understanding of our users’ needs and pain points. With this data, we’ve been able to make our platform and our support better,” Danny said.
As Yotpo continues to transform the customer review process for hundreds of thousands more businesses globally, it will be able to rely on the help desk platform that supports and promotes its growth.