Roman Originals: Pioneering Customer Reviews & Feedback
In 2010, we partnered with long-term client Roman Originals to develop a customer review and feedback portal, one of the first of its kind in the high-street fashion retail sector. This system was designed to capture and showcase genuine customer opinions, significantly enhancing the brand's credibility and engagement.
Seamlessly Integrating Reviews into the Venda E-Commerce Platform
At the time, Roman Originals ran their website on Venda, a hosted e-commerce platform that did not support product reviews. To overcome this limitation, we built a middleware system that automatically requested and displayed customer feedback in a dynamic and innovative way.
Key Features & Enhancements
- Automated Review Requests: Integrated with the order fulfilment flow, our system tracked customer purchases and, based on their order frequency, automatically sent an email requesting a review.
- Active Review System: Proactively encouraged customers to share their experience, covering product quality, shopping experience, and overall satisfaction.
- Customisable email templates: All emails were customisable by Roman Originals as needed but also adapted to the customer being emailed.
- Moderation Workflow: Reviews were first screened by Roman Originals' customer service team before being published, ensuring high-quality, relevant feedback.
- Dynamic Product Page Integration: Due to Venda's lack of a dedicated review feature, we dynamically injected approved reviews into the product descriptions, making them visible to future customers.
- eBay Listing Integration: Reviews were also syndicated to Roman Originals’ eBay listings, boosting buyer confidence and increasing conversion rates.
The system was an instant success with customers, improving engagement, trust, and sales. This project marked an early step into the world of customer-generated content for Roman Originals, solidifying their position as an innovator in online retail.