Building on our customers’ feedback to create a better product
For online businesses such as Office Timeline, customer reviews are the digital form of the traditional word-of-mouth that can greatly influence a prospect’s opinion. Since customer satisfaction is the driving force for the development of our timeline maker into the best possible, we value and strive to harness our users’ feedback to both ensure their needs are met and also to drive growth.
In this blog post, we’ll look at why ratings and testimonials are important to us and present a series of reviews we have received on the reviews platform TrustPilot from our product users.
Why customer reviews matter for Office Timeline
There are 5 main reasons why customer reviews are important for us:
1. They confer credibility and social proof
Much like a trusted friend’s advice or recommendation can influence our decisions, so can our customers’ reviews impact a prospect’s opinion. Testimonials and ratings left by Office Timeline users can help a non-user decide whether to give our product a try. What better input can you get on a product other than the one provided by someone who actually used it?
2. They signal our users’ trust and loyalty
Put simply, we speak of customer loyalty when an existing customer repeatedly chooses the same product/service provider over a competitor. This continuous relationship between a customer and a business results from multiple positive interactions that build up a feeling of trust over time.
With these in mind, the Office Timeline team strives to ensure a sense of long-term reliability through consistent product quality and great customer service. We regularly release new features and enhancements, and constantly update and improve our support center.
Thus, understandably, we are delighted to receive reviews from long-standing users as it shows us that they have repeatedly found value in using our product and enjoyed a positive experience with our company.
This customer’s first review (from October 2020) brightened our day when it informed us that our add-in helped his team be more productive. Nothing makes us happier than knowing that our product brings real value to its users.
Nothing except, maybe, receiving a confirmation from the SAME customer almost a year later (in August 2021) that the add-in’s benefits spanned over time and added up to a new level of growth for the team: THRIVING. We are grateful for such customer relationships, and we hope that other teams will enjoy the same positive experience using Office Timeline’s software.
3. They help us better understand our customers and improve our product
For Office Timeline, customer reviews tell us what our users want and contribute to us leading a better conversation with them.
Our users’ feedback provides valuable insight into the overall level of customer satisfaction and enables us to focus on customers’ needs and areas of improvement, thereby creating a positive experience for them.
In this particular case, the user made it very clear that our product didn’t serve the purpose he had in mind for it. And since we knew there was no workaround to meet his need, we did the most sensible thing we could think of – offer him a refund with no frictions or attempts to change his mind.
The fact that the user took the time to purchase, install and use the add-in to create B.C. historical timelines is enough for us to understand that our product is not a solution for him. If we were to adapt the old adage – if you cannot help, at least don’t make it worse. Consequently, the user received his money back and we kept in mind that we could release this extra feature, if in more demand, in the future.
4. They encourage other (newer) users to leave their own feedback
We trust that the reviews we receive on our TrustPilot page give new customers the incentive and confidence to submit their own opinion on our add-in. Whether positive or negative, customer reviews give us the opportunity to engage with our users and do our best to answer their questions, solve issues they might have faced and learn from mistakes.
5. They help establish our reputation on the market
As said above, positive customer testimonials can influence people’s expectations and help our business to consolidate its niche by gaining visibility and margin against more established competition.
By trying to provide a product that fulfils our users’ needs and a satisfactory customer service, Office Timeline strives to ensure quality by taking the discussion away from prices and discounts.
Discover thousands of other customer reviews about Office Timeline’s products on our TrustPilot page.
If you would like to review the Office Timeline add-in or web-based app yourself, please use the button below. You will be taken to our review submittal page, where you need to rate your experience using the 5-star system and then, leave a comment in the text box that comes up. We are grateful for your feedback!
