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B&Q fixes it to give online customers a voice

Bazaarvoice solutions open up web channel for a full suite of social interactions

UK - February 17, 2010

DIY giant B&Q is using social commerce solutions from Bazaarvoice to boost web sales and build better online customer relationships.

B&Q implemented Bazaarvoice’s Rating & Reviews tool as part of a major site re-design last year and launched customer-powered helpdesk Ask & Answer in November 2009.

It plans to go live with Bazaarvoice’s Stories solution in the first quarter of 2010 to further enhance the online customer experience, publicising shoppers’ experiences with the B&Q brand and empowering customers to provide product ideas.

The world’s third largest DIY and garden centre retailer prides itself on placing the customer at the heart of its business. It wanted to get consumers more involved with the brand and give them a voice online.

Ratings & Reviews and Ask & Answer enable B&Q to open up web-based interactions and track the positive impact customer-generated content is having on sales, site conversion rates, and engagement.

B&Q is also analysing user feedback and working with manufacturers to continually improve products based on customers’ comments.

Executive quote

“User-generated content is something that consumers have come to expect,” said Andy Leaver, international vice-president at Bazaarvoice. “It’s no longer enough for a brand to promote their image and product range; customers are looking to their peers for recommendation and reassurance that they are making the right purchase decisions when buying on- or offline. B&Q understands the value of tapping the customer voice and we’re proud to be working with them.”

Customer quote

“Customer ratings and reviews are a no brainer for today’s online retailer,” explained Joanna Robb, multi-channel development manager at B&Q. “Bazaarvoice’s technology means customers don’t just have to listen to us, but can talk with each other, helping them in the decision-making process.”

About the company

About Bazaarvoice

Bazaarvoice (www.bazaarvoice.com) is a social commerce technology company. Its Software-as-a-Service (SaaS) solutions have served more than 95 billion pieces of customer-generated content helping over 750 brands globally to harness and amplify customer online word of mouth. In the UK, clients include Argos, Boots, Halfords, Wickes, Thomas Cook, QVC and Boden.

Bazaarvoice’s products - Ratings & Reviews, Ask & Answer™ and Stories™ - are social commerce applications that drive sales. They enable customers to review products, ask and answer questions and share stories online; enhancing the online shopping experience and allowing them to make more informed and rewarding purchase decisions. Benefits for the retailer include content ownership, seamless customisation, increased search engine optimisation impact, advanced analytics and syndication across the web. Retailers can also leverage the content generated across on and offline marketing channels.

Founded in 2005, Bazaarvoice has offices in the UK, US, France, the Netherlands, Germany, Singapore, and Australia. The company was named in 2007’s Red Herring Global 100 and received the Technology Vendor of the Year award from Retail Systems in 2009.

For more information and access to client success stories, visit http://www.bazaarvoice.com, read the blog at http://www.bazaarblog.com/, and follow on Twitter at http://www.twitter.com/bazaarvoice.

Contact details

For further press information and photography please contact:
Patrick Hussey at LEWIS, the PR agency
Tel: +44 (0) 161 457 2056
Fax: +44 (0) 161 601 7741
Email: bazaarvoiceUK@lewispr.com
Website: www.lewispr.com

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