Electricals retailer Best Buy UK this week announced a new partnership with social commerce business Reevoo, which will allow customers to write product and service reviews online after they have purchased goods in stores.
The consumer electronics specialist, a joint venture between Best Buy and Carphone Warehouse, has placed Reevoo Reputation service reviews on its site with the aim of gaining the trust of its customers, reducing basket abandonment and increasing conversion.
It is part of Best Buy’s growing focus on its e-commerce operation, which has included the recent launch of a new online digital photo service, a new-look website and there will be further multichannel developments across mobile and the web unveiled before the end of 2011.
Best Buy’s partnership with Reevoo also comes just before the opening of the company’s 11th store on British soil, which it revealed this week will open in Enfield on Friday August 26th, in time for the end-of-summer bank holiday weekend.
Pat Foley, Head of Online Operations & Customer Experience for Best Buy UK, said: “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.”
Last week Steve Jensen, Managing Director of Best Buy UK, told Retail Gazette that he believes the business is leading the way when it comes to customer service within the UK electricals retail sector.
Despite opening just ten stores since arriving in the UK in the spring of 2010, and making losses of more than £60 million in its first year of trading in Britain, the MD is confident that providing high levels of customer service and continuing its focus on multichannel platforms will allow the business to flourish.
“You don’t get good service by accident, you get it by being diligent,” Jensen argued.
“Customer service isn’t a plan, it’s a culture and we believe we have that here at Best Buy.”