How Equiflair Saddlery save hours every week & go from strength to strength with Outback Digital
Matt is director at Equiflair Saddlery where he and his team are one of the best Equestrian product suppliers in the UK.
With a physical store perfectly positioned in the middle of the UK - Huddersfield, West Yorkshire & an online store serving customers worldwide - their dedication and attention to detail make life much easier for their customers, both horse and rider.
With quality control and efficiency underpinning their customer service approach, Matt found an opportunity to maintain a great relationship with existing customers and attract lots of new ones in the process.
Spending hours dealing
with reviews every week
With anywhere from 1000 - 3000 orders to be posted each month, this success came with some challenges for the Equiflair team.
Matt was spending hours every week ensuring his customers' orders were correct, safely packaged and promptly posted. As the popularity of his business grew, this meant there was increasingly less time to deal with the volume of feedback from customers.
Listening and responding to customers has been an important part of Equiflair’s success both Domestically and Internationally
Seeking a suitable solution, Matt spoke to Outback Digital.
Thinking about cancelling a paid reviews subscription to Reviews .io due to the lack of time available to utilise its features, a strategy was put in place to compliment the hard work of the Equiflair team.
With over 1000 reviews collected on Reviews .io at the time but just 22 on their Trustpilot page with an average score of 4.1, the first goal was to build up the number of reviews on the Trustpilot page in order to deliver a more consistent level of social proof in search results for prospective customers.
The Equiflair Saddlery Trustpilot profile page now has over 500 reviews with an average score of 4.8 / 5.
Selling products in a competitive industry, it was important to keep collecting product reviews
Because when Google’s criteria was met, their product reviews ensured they displayed review stars below their products in Google Shopping:
By regularly sending invites and delivering a great experience - Equiflair are also able to boast Google Seller Ratings, which display their overall review score from company reviews collected within the last 12 months, specifically from the country the prospective customer is located/ web browsing from - in the example below, the UK:
“We want to focus on delivering the best possible service to our clients while maintaining high standards across our business. We certainly didn’t want to be spending too much time with reviews but it is important to have a robust accountability system in place.”
Matt, Equiflair Saddlery
Wishing to keep a personalised level of feedback in place, Matt opted to reply to negative reviews himself so Outback Digital tailored the Reputation Management offering so that Outback Digital deals with all of the positive reviews and notifies Matt of any negative feedback that requires his attention.
Saving hours every week allowed the Equiflair team to deliver to more clients & increase revenue
Matt says “I highly recommend Outback Digital to anyone looking to streamline their reviews and create efficiencies”