Effective Date: 05/27/2014; Updated 10/27/2015
These service descriptions are intended to inform you about Bazaarvoice, Inc.’s (“Bazaarvoice”, “We”, “Us”, or “Our”) services offerings, features, and functionality. Bazaarvoice may update these service descriptions from time to time to ensure that they accurately reflect the current services and products we provide. The particular products and services included in your purchased solution will be outlined in the respective service order.
The Bazaarvoice Network is the summation of the Bazaarvoice Platform and our solutions on our client’s sites. The Bazaarvoice Network provides social data about the online and offline shopping behavior of more than 500 million monthly users, enabling marketers and Bazaarvoice clients to identify real-time purchase intent and better target consumers with more relevant, engaging experiences that drive e-commerce traffic and conversion, order value, brand loyalty and repeat business.
Bazaarvoice offers standard solutions to enterprise- and commercial-level clients as a SaaS platform (the “Bazaarvoice Platform”). The Bazaarvoice Platform utilizes both a hosted and API solution as well as analytics technologies including Bazaarvoice cookies and web beacons, and those of third parties. With this Platform we have been able to innovate quickly and scale over time while maintaining consistent and reliable service.
Bazaarvoice Conversations includes Ratings and Reviews and Questions and Answers.
Ratings and Reviews
Ratings and Reviews functionality allows end users to view review content (e.g., verbatim reviews, star ratings, pictures, videos, etc.) submitted by other end users and moderated by Bazaarvoice that may be relevant and/or helpful to the end users’ purchase decision. End users may also submit their own reviews. This feature includes graphical icons representing the product or service’s ratings, customizable product category level multi-dimensional ratings, and flexible data fields for capturing review content.
Questions and Answers
Questions and Answers allows end users to submit questions on the product/service detail pages of the client’s website and receive answers from the community of other end users, individual researchers (“Crowdsourced Answers”) and/or directly from the client.
Questions and answers are grouped (e.g., by product or article) for ease in searching and reviewing, and go through the same moderation process as review content.
Crowdsourced Answers leverages Amazon Mechanical Turk or other similar services to respond to a portion of questions posted on the client’s website. Crowdsourced Answers utilizes internet searches and information from product pages to answer questions.
Social Applications for Facebook
Any of the above features of Conversations can be integrated on the client’s Facebook fan page allowing for the sharing of content between the client’s Facebook page and client’s website on which Conversations is implemented and deployed.
Bazaarvoice Client Portal
The Bazaarvoice Client Portal (“Portal”) is a content management & reporting system for user generated content that allows the client to analyze all submitted user generated content, configure and schedule automated reporting, manage individual submitted content and share content or reporting metrics internally.
The Portal also provides a central location for the client to directly respond to reviews, questions, and answers, on the website, provided that the client has purchased Questions and Answers.
The Configuration Hub (“Hub”) enables the client to take control of the configurable features and functionality of the Bazaarvoice Platform, allowing for rapid deployment and customization to meet dynamic business demands.
The Hub is a web-based interface that lets the client’s team configure and adapt the Bazaarvoice Conversations implementation to the client’s individual specifications. It features a-step-by-step Guided Mode option including resources, documentation and contextual videos.
By using the Hub, the client’s front-end designers or web developers can take ownership of the configuration process, allowing clients to develop and define the end users’ experience including available features, configuration, and styling. These configurations can be published to the Staging environment for testing, as well as to production.
The Bazaarvoice Conversation display uses responsive design to quickly and easily change the page layout to adapt to the viewer’s screen size, keeping the page easy to read and to interact with. This provides for the content to have maximum impact on end users regardless of the device’s screen size.
The review submission form opens in a responsive light-box regardless of the website’s support for multiple screen sizes.
Post-Interaction Email (PIE)
Post-Interaction Email allows the client to communicate with its customers following an online interaction (e.g., purchase, submission of review content, etc.). This email provides a direct, personal connection between the client and the customer, and is an opportunity for the client to directly request that the customer provide a product review. These emails are customizable through the Hub, allowing for individualized text, look, and wording of emails sent to customers.
For Post-Interaction Emails, the client must provide certain purchase data to Bazaarvoice, either by:
- •Applying a transaction/interaction tag (Bazaarvoice Analytics tag) on the order confirmation page. In this case, the tag transmits securely encrypted purchase / interaction information to Bazaarvoice.
- •Setting up a recurring purchase feed that is delivered to Bazaarvoice, based on Bazaarvoice specifications. This feed contains user IDs and information about each user’s purchases and interactions, allowing for the sending of PIE.
Bazaarvoice uses a white-label email service provider to deliver the Post-Interaction Emails.
Email Notifications (Social Alerts)
End users may receive an alert when their content has been posted, when the client has responded to their review, when a comment is received, or when a new question or new content is posted on a particular product. Additionally, the client may elect to send a notification to an end user whose content was rejected during moderation, along with a brief explanation of the reason for rejection. Using Social Alerts closes the communication loop with customers and helps drive additional traffic to the client’s website.
Bazaarvoice optimizes all review content that has passed moderation to be crawled and indexed by search engines and provides it in speed-optimized mark-up to be included on individual product pages. Clients can integrate the SEO optimized content to their product pages using one of two methods:
- •Cloud SEO SDK – easy to implement server-side snippets that integrate the user-generated content leveraging a fast, efficient, content distribution network
- •Smart SEO – static snapshot of the client’s user-generated delivered daily
Seller Ratings functionality allows end users to review their experience with a business. Seller Ratings are collected by Bazaarvoice on behalf of the business via email solicitation. Once submitted, the Seller Ratings are displayed on a public-facing Bazaarvoice website (http://ratings.bazaarvoice.com) as well as third-party sites (e.g., Google and Google Search Partners) and can also be displayed to the business’ website. End users may only submit reviews if they have transacted with that business and received an email requesting a seller rating. Bazaarvoice hosts the review submission form, and all reviews pass through the Bazaarvoice moderation process and are subject to the Bazaarvoice Authenticity Policy.
Bazaarvoice’s Syndication service enables a single piece of submitted content to be displayed across the Bazaarvoice Network. This allows the content to reach more users across the Network than it would if displayed on only one site and empowers clients to take an active role in increasing content volume, improving content coverage, and selling more successfully through online and offline channels.
Analytics Tools, as described below, are provided to help clients track the display of syndicated content. Only content that meets moderation and authenticity guidelines is displayed.
Clients can syndicate into the Network through any of the three (3) content flows identified below and as expressly set forth in the Service Order.
- •Standard Syndication. Standard Syndication allows content collected by manufacturers through their use of Bazaarvoice solutions to be displayed on retailer sites.
- •Reverse Syndication. Reverse Syndication allows content collected by retailers through their use of Bazaarvoice solutions to be displayed on manufacturer sites.
- •Inter-site Syndication. Inter-site Syndication allows a client to share content collected through its use of the Bazaarvoice solution across multiple licensed client sites.
End users may submit up to six images per submission, which, if approved, will be displayed with the associated submission.
End users may also submit a URL link for a submission to videos hosted on YouTube; however, YouTube videos must pass the moderation guidelines to be approved for publication to the client’s website.
Bazaarvoice will reject any videos in excess of 5 minutes in length. All photos/videos must be appropriate, relevant, and must not include any copyrighted material.
Daily XML data feed
Bazaarvoice will provide a daily XML feed of data submitted by client’s end users in connection with the Services to Bazaarvoice FTP servers, which the client may download at no additional cost.
The Bazaarvoice Conversations API allows the client and the client’s agencies to build new applications to retrieve and submit Bazaarvoice-hosted-and–moderated data or to adopt one of Bazaarvoice’s 55+ partner solutions which include, but not only, integration with leading e-commerce platforms, CRM systems and SMMS platforms. For more information, please see the Conversations API terms and conditions.
Bazaarvoice Conversations offers a built-in A/B testing tool that allows clients to quickly innovate and test the effectiveness of new designs. The client can set specific goals, send a portion of their website traffic to the new design, and can measure the effect the changes have on various pre-determined metrics.
This feature is available to all clients in the application configuration page of the Hub but requires deployment of the Bazaarvoice Analytics tag.
The Bazaarvoice Analytics service provides a comprehensive performance metrics and ROI reporting system on the content collected by our Clients and is fully integrated into a browser-based reporting tool. The Bazaarvoice Analytics service allows measurement of every interaction with Bazaarvoice Services on the client's website, the impact of those interactions, and the progress of those measurements in relation to the client's goals. Measurement is obtained through the use of the Bazaarvoice Analytics tag which is deployed on the Client's site. The tag is similar to other analytics tags, for example those from Google Analytics or Adobe Omniture.
The Bazaarvoice Analytics service includes content volume metrics, product performance, conversion* tracking, and other measures of success, including those derived through the integration of Bazaarvoice collected data with data from our Clients and/or third parties.
For example, with our accelerated ROI measurement tools, the client can see:
- •A comparison of the behavior of client's customers who interact with Bazaarvoice versus those customers who don't
- •The conversion rates among customers who interact with Bazaarvoice
- •The revenue impact resulting from the Bazaarvoice Services
- •Product & feature performance
- •A/B Testing of new features
*Conversion refers to the particular action that the client defines as the goals of using the Bazaarvoice Services (e.g., increased content volume, sales, and traffic to the client's website).
The Bazaarvoice Analytics service also allows our Clients to see all publicly displayed content across our Network in order to assess, for example, their content’s “share of voice”.
Analytics Tools for Syndication and Connections Clients
In addition to the analytics and reporting products and services described above, Clients that purchase the Syndication and Connection services will receive reports and analytics on the impressions, pageviews, and unique users of specific web pages displaying the Client’s products and services across the Bazaarvoice Network for which that Client may deliver content using the Syndication and Connections services, including pages where derivatives of such content exists; e.g. average ratings.
Web Analytics Integration
The Web Analytics Integration measures the value of on-site social interactions against the client’s pre-existing key performance indicators (KPIs). Specifically, Web Analytics Integration injects tags into the client’s existing web analytics provider, containing descriptions of website visitors’ interactions with submitted user-generated content (including which features have been interacted with and how those interactions occurred).
Web Analytics Integration requires client to facilitate integration and establish reporting criteria, with guidance from Bazaarvoice.
Client must notify their web analytics team in advance of a website re-design affecting the way Bazaarvoice Services are displayed or changes to any tags used for this feature. Failure to notify your team of such changes may result in inaccuracies in web analytics reports. Changes in reporting metrics are forward-looking only, and do not retroactively impact prior reporting.
Web Analytics Integration is available through one of our partner configurations: IBM Digital Analytics (Coremetrics), Adobe SiteCatalyst (Omniture), and Google Analytics. Integrations with other analytics providers may be supported but may require additional implementation resources and incur additional costs.
The Bazaarvoice Connections service lets brands interact directly with end users on retail client websites across the Bazaarvoice Network using a secure web portal to access, monitor, and respond to consumer questions (through Connections Basic) and reviews (through Connections Premium, which also includes responding to consumer questions). Through Connections brands can address concerns, make product recommendations, aggregate important consumer feedback across multiple retail channel websites, and otherwise push content to the retail client websites.
The Bazaarvoice Connections service comes with analytics tools that are described as part of the Bazaarvoice Analytics service.
Bazaarvoice Intelligence is an on-demand analytics solution that enables clients to uncover detailed product and consumer insights from customer-generated content collected through the client’s existing Bazaarvoice Ratings and Reviews feature.
Clients can surface insights from easy-to-use visual dashboards and related interfaces and subscribe to receive personalized email notifications based on a brand, category, and/or product.
Surfaced insights are driven by text analysis of customer sentiment tied to products.
Bazaarvoice will work with the client to integrate additional (Bazaarvoice-approved) consumer profile data (e.g., demographic data submitted by end users) into Bazaarvoice Intelligence based on existing data owned by the client. Bazaarvoice will also use client login credentials to access data for aggregate use in benchmark analysis, reports or publications (ex: “The Conversation Index”). In no event will such data or metrics identify the client, unless the client has granted prior written consent or the data is already in the public domain.
For Brands. Bazaarvoice Media allows brands to reach shoppers when they are interested and seeking products on the retailer’s website – adding revenue for the retailer, generating more sales and exposure to the brand and aiding the shoppers at the same time.
For Retailers. Bazaarvoice Media is an advertising solution that enables retailers to easily monetize their website through relevant and contextual ads whilst keeping full control of the units, placements and displayed brands. As part of the solution, Bazaarvoice offers a direct sales force to contact and negotiate with digital agencies and consumer marketing services to recruit brands and help get relevant and compelling ads delivered to the applicable consumer at the right place on the retailer’s website.
For Advertisers. Bazaarvoice Media reaches shoppers both while they’re actively shopping on retailer and comparison shopping websites and throughout the web and mobile environments. This shopper marketing solution raises brand awareness in the digital shopping aisle through reach and relevance.
Campaigns allows end users to submit personal stories about any topic selected by the client, such as the end users’ experience with the brand or how using a particular product has improved their life in a meaningful way. This content may include relevant photos and videos which will appear on the client’s website once the content and media have been moderated.
- Local Basic. The ability to collect and display service reviews on local service providers. The package does not include any ability for Local Providers to engage with the solution. Local dashboard integration and local provider email notification capabilities are not included.
- Local Standard. The ability for Local Providers to monitor and respond to reviews via a dashboard. Local Providers receive email-based alerts when reviews are received for their location. They are able to respond via email or directly in the Local dashboard. Local Providers' use of Local Standard must comply with the Local Provider Terms.
- Local Brand Management. A package that includes Social Sharing and 3rd party monitoring.
- Social Sharing. The capability for reviewers to be prompted after the submission of their review to share it to Google+ or Yelp. The feature allows users to click over to the 3rd party site and recreate their review on that site.
- 3rd Party Review Monitoring. The ability for clients and local providers to see reviews written on third party social platforms and to measure brand visibility based on location, including monitoring business listings for completeness and accuracy.
- Local Consulting Services. The Bazaarvoice Local Program Services team provides recommended best practices for driving review volume as well as activation, education, and communication with local providers to maximize program success.
*Local Provider refers to the individual dealers, agents, or stores affiliated with a brand company owned or controlled by Client. Unless otherwise stated, Bazaarvoice counts Local Providers as the greater of: (1) the number of individual locations covered by the Local Application Services; (2) the number of Client's independent business entities covered by the Local Application Services; and (3) the number of other entities requested by Client to be covered by the Local Application Services.
Bazaarvoice Curations enables clients to collect content including video, photos and text across participating social platforms (e.g. Instagram, Twitter, Facebook) based on client-identified hashtags, keywords and/or other brand identifiers. Bazaarvoice may moderate the content and, in many cases, may tag the content with the corresponding product ID.
- Brand-curated content that has received consent from users to be displayed, may be shared across participating partners in the Bazaarvoice network and may be brought directly into the consumer's shopping experience to increase engagement and conversion.
- Retailers who have purchased Curations may receive Brand-curated content from participating brands who are curating and attaining the user's permission to use the content for e-commerce.
Sampling allows Clients to engage their advocates to help generate product reviews using a Bazaarvoice hosted portal that is branded for the Client. This portal allows Clients to invite their own advocates to join the Client’s program, create campaigns that offer their advocates free products, and request their honest and unbiased reviews to augment existing Bazaarvoice review content.
Spotlights repurposes a client’s reviews from product pages into a module that resembles product recommendations on the category or other up-funnel page. The proprietary algorithm leverages average rating, content volume, and sentiment analysis to select and rotate keyword rich reviews. Client will select a layout template, and has the ability to customize the display by using CSS.
Bazaarvoice moderates all submitted content prior to posting the content to the client’s website using a combination of technology filters and a moderation team staffed by Bazaarvoice employees. Content is approved if it passes the moderation guidelines agreed to by Bazaarvoice and the client and meets the obligations contained in the Bazaarvoice Authenticity Policy.
Moderated content that does not pass the moderation guidelines is rejected and not posted to the client’s website. However, such rejected content is available to the client through the Bazaarvoice Client Portal for analytics and reporting purposes. Rejected content also contains meta tag(s) indicating the reason for the rejection.
In the case of content submitted with an attached photo/video upload, the content and media upload are considered a single submission. If the content itself is rejected, or the photos/videos are rejected, then the entire submission will not publish on the client’s website.
Moderated content that is approved will display on the client’s website within 72 hours of submission.
Client Success Services
Bazaarvoice’s Client Success team will advise the client by providing recommended best practices for the integration of the Bazaarvoice Platform and user-generated content into their business. This team will also guide the client in the use and functionality of the available tools and resources so client can adequately maximize the benefits of using Bazaarvoice solutions and measure their effectiveness in helping achieve business objectives.
The client will also have access to a self-service portal that provides educational materials and examples, and connects the client to the broader community of clients on the Bazaarvoice network.
The Bazaarvoice Implementation team provides structured guidance for successful implementation of the Bazaarvoice Platform, integrating the Services into the Client’s website(s) and social media.
Technical Success (Support)
In addition to Client Success and Implementation Services, Technical Success is provided through on-line assistance via knowledge articles, community resources, and online case submission.
A Consultant is tasked with scoping the strategic and technical services engagements outside of the standard subscription-based services. These engagements may vary from client to client and will be clearly defined in a Statement of Work (“SOW”).
Client Success Director
A Client Success Director is a specialist that supports clients to deliver an industry leading consumer generated content strategy through dedicated programs. The accompanying SOW will clearly define each program’s scope which may vary from client to client.
Strategic Implementation Services
The Bazaarvoice Implementation team provides structured guidance for successful implementation of the Bazaarvoice Platform outside of the standard implementation engagement. Bazaarvoice implementation services include technical consultation and bespoke project management services during a client's implementation.
Implementation professional services include full exploration and scoping of the client's business goals and needs, creation of a timeline to manage the implementation efficiently, and Bazaarvoice resource allocation to meet the various goals and benchmarks in accordance with the implementation timeline.
Details of implementation and technical support services may vary from client to client and will be in the accompanying SOW.
Technical Account Manager (TAM)
A TAM is a technical expert who consults with clients and third party stakeholders to take ownership and deliver multiple technical engagements through strategic planning and program management. The TAM deliverables and outcomes may vary from client to client and are clearly defined in the accompanying SOW (Statement of Work).
Advanced Content Tagging (ACT)
With this service, Bazaarvoice applies additional content coding and meta-tags to the client’s content, according to mutually agreed-upon standards and guidelines. ACT is in addition to the standard moderation services offered by Bazaarvoice. With ACT, clients can see trends across their content along certain parameters depending on client’s industry (e.g., comments about fit for apparel clients or comments about taste for a client that sells vitamins) and use that data for marketing campaigns, product improvement, shipping changes, etc. These tags are “neutral”, meaning that they do not affect the moderation process nor do the tags themselves appear on the client’s website.