Product Review (Website) Training

ProductReview.com.au is a website devoted to providing consumer opinions on products, services and businesses in Australia. It provides a platform where people can rate and review services and products and the shops that sell them. It is consumer response - satisfied or not! On this site you will find real-life experiences and opinions voiced by Australians. They provide their users with the tools to easily find the items customers are interested in, read what others have said about them and share their own experiences. These will help potential customers choose our business & build trust. That's why it is very important to address those reviews and inquiries appropriately.

In this website, we receive Reviews, Questions or Tickets. Usually, Reviews are customer reviews or ratings they give towards their purchase and shopping experience. Questions are normally presale inquiries (like a Q&A) about the store, product, delivery and etc. and anyone using the website can respond to it. Tickets are usually aftersales inquiries where sellers are required to respond.

Procedures:

1. Checking if we have received new reviews, inquiries or messages and opening them:

• You can either go directly to https://www.productreview.com.au/bm/au/crazy-sales/productreview/reviews or log in to Zimbra (tempstaffph@crazysales.com.au) and check Inbox for new messages or notifications:

• In Zimbra, click on the new message to open (usually, a new or unread message is on bold letters). Then, click on View ticket and you will be redirected to the exact page of the Review, Question or Ticket where you can post your reply.

• On the other hand, when you go directly to the website (https://www.productreview.com.au/bm/au/crazy-sales/productreview/reviews) under the Management section, check for new Reviews, Questions and Tickets received.

• To open one, click on the Review / Question / Ticket with a NOT PROCESSED status.

2. Checking and responding on the Review, Question or Ticket received.

A. Responding to a Review:

• Check the number of stars and the comments left by the customer. 4-5 stars normally means that the customer is satisfied and 1-3 stars means they are not. However, always check for the comments and check for issues or concerns that need to be addressed. If the customer is satisfied and all the comments are good, you can simply reply to thank the customer about it. On the other hand, if the customer leaves a bad comment, immediately respond with an apology and ask for their order records so you can check the order on our end and ask for more details or proof so that the case can be forwarded to our technical team for an appropriate resolution.

• To reply, click the reply box and type your message.

• Check your message for any errors before you click Submit.

• Reminder, always log notes in the order on the backend.

B. Responding to a Question:

• Read and understand the question and respond accordingly. You can ask for more details if the inquiry is not specific.
• To reply, click the reply button and type your message in the box.

• Check your message for any errors before you click Submit.

C. Responding to a Ticket:

• Read and understand the issue/concern and respond accordingly. You can ask for more details if needed.

• Compose your message and check for any errors before you click Send reply.

• Reminder, always log notes in the order on the backend.

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