What do you like best?
The response time I receive from their team whenever there is an issue FAR exceeds the communication with our prior review provider. We appreciate the personal interaction. In addition, the extra features such as the cart chatter and Q&A modules really help us with understanding our customer's needs. TurnTo has been a breath of fresh air for our overall customer content plan.
What do you dislike?
I am looking forward to the addition of overall company reviews in the product road map. We are still waiting on this feature, but hopefully it will be released within the next six months.
Recommendations to others considering the product
If you're looking to implement a service which works well for customer content and delivers a consistent service level, then TurnTo is the answer. We were able to implement this new service in a little over 30 days and they worked hard to meet our deadlines so we could leave our prior provider.
We appreciate the constant connection with our TurnTo team and whenever there is an issue, whether small or significant, they are there to help right away. We have been extremely satisfied with our options thus far with TurnTo and look forward to adding even more services as they become available.
Our customer service team is also very excited to utilize TurnTo as it has made their job significantly more efficient in terms of answering product questions and the reporting system allows them to filter through to the information they need in order to ensure customer satisfaction.
What business problems are you solving with the product? What benefits have you realized?
We had a need for more assistance with questions from our customers regarding individual products and our in-house customer service team was not able to return answers in a timely fashion. With TurnTo, we have been able to pose questions to our customers and are seeing excellent return on answers, which we believe are leading to conversions. It has also greatly reduced the amount of time from question to answer for customers and relieved our staff of an overloaded queue.
Cart chatter has been an excellent tool for understanding buying behaviors as well as providing recommendations by allowing customers to share their thoughts once they have completed their purchase. Having insight into their purchase reasoning is valuable in determining new products to carry, why something may or may not be selling, etc.