Via Google and TrustPilot, our customers can leave reviews about Valyuu.com. From our customer service, we actively ask satisfied customers to leave a review on TrustPilot. After completing an order or sale, customers also receive an email with a request to leave a review on Google and TrustPilot.
The goal is to always keep the review score at least 4.8
We always respond to all reviews, but we differentiate how we handle positive and negative reviews.
Positive reviews
We respond to positive reviews enthusiastically, gratefully, personally (where possible we tie in with what the customer says) and invite the customer to return to Valyuu by saying 'until next time!' or something similar.
Start with 'Hi NAME' and end with 'Greetings, YOUR OWN NAME from Valyuu/Prioont'
Here are examples:
Negative (1 star) reviews
Unfortunately, we can't always satisfy all customers and that's why we sometimes receive bad reviews. No problem, because you can ask yourself how trustworthy it seems if a company only has positive reviews ;) Sometimes negative reviews can be unreasonable or even untrue. In addition, responding to negative reviews is not easy; the whole world is watching how we at Valyuu deal with these kinds of situations/customers. That's why we have written a protocol for negative reviews:
The negative (1 star) review comes in and we receive a notification of this via Intercom.
First, inform your team lead: you will analyze and handle the review together.
Manager and agent map out the exact situation and the next steps
In general, the following applies:
A. While we are still in discussions with the customer.
We will then not respond to the review and will first resolve it behind the scenes. If we are able to resolve the situation and make the customer happy, we kindly ask them to adjust the review. We give the reviewer X days to do this. If the customer does not do this, you move on to step D.
B. We are still in discussions with the customer, but we simply cannot resolve the issue together.
Then we have no other choice than to accept a dissatisfied customer with a bad review. In this case, it makes no sense to mention again in the review that the customer can solve it with customer service, as in step D. In this case, respond to the review with this message, in which you can adjust the italicized part a little bit based on the problem.
"Hi NAME,
We are very sorry to hear that you are not satisfied with our service. We always do our utmost to ensure that you are a satisfied customer. We often succeed very well, but unfortunately not always. In this case, the defect in your device unfortunately did not fall within our warranty conditions and we could therefore not do anything for you. We hope that you can work it out with your insurance!
Greetings,
YOUR NAME by Valyuu/Prioont"
C. If the customer no longer responds to our email contact OR if we cannot communicate with the customer via email (because we cannot retrieve the data)
We then request information via TrustPilot by clicking on 'Request information'. TrustPilot then sends an automated message to the reviewer requesting more detailed information. The message contains a link to a form where the reviewer can fill in their email address, reference number, full name and phone number. The reviewer has 3 days to respond. If the customer responds, we can go back to step A and try to resolve it behind the screen.
D. If the customer does not respond at all
Then we respond with a standard message:
"Hi NAME,
We are very sorry to hear that you are not satisfied with our service. We would like to solve this for you, because we want nothing more than for you to be happy with your Valyuu deal! Our customer service will be happy to help you further [ if there is no contact with the customer yet, please add here via hello@valyuu.com]. Hopefully we can work this out together! Anyway, thanks for your feedback - it is very valuable to us!
Greetings, YOUR OWN NAME of Valyuu/Prioont"
Please note: if the customer says things that we can refute without entering into a discussion (e.g. the customer just says that they 'bought a device last week, but are unhappy') then we can respond publicly with information about our 30 day trial period and free return label - this is good for other (potential) customers to read! Always discuss these kinds of things with your team lead.
If we have good reason to believe that the reviewer has not had a real experience with Valyuu OR we believe that the customer violates TrustPilot guidelines with their review , we can report the review. Always discuss this with your team lead.