It’s the start of 2013 and time to post in the new year at B2C with a product review of the slightly oddly named Testimonial Monkey.
I wanted to review Testimonial Monkey for two reasons:
- Those of you who follow my personal blog will be aware of my interest in the design and performance of Landing Pages. One of the key elements of a when building trust with a user is the testimonial, and it’s something that I look for in a well designed landing page.
- My wife runs Gilhoolie, her own business, creating bespoke lampshades and teaching people how to make them, so I understand the pressures of marketing a small business.
- Having worked in the real world for quite a few years now – on the agency and client side of the fence – I know that turning your consumers into advocates is no easy task.
Testimonial Monkey is a service designed to help organisations of all sizes gather and share testimonials easily, so it sounds like it might be the answer to our problems, but the $64,000 question is: does it work?
Setting up your account with Testimonial Monkey is a simple business. Creating a profile (of which you can have a few) is a simple matter of entering contact details and some basic preference information, and it can be completed in a few minutes. You’ve then got the option of further personalising the service through some additional options, such as uploading a logo, setting your testimonial requirements (do you want to collect job titles, do you want to show all testimonials or just positive ones, etc). It’s easy to use and you’re prompted to complete actions through some basic gamification techniques, such as an account completion progress bar and a list of ‘To Do’ items (see left). They’re a welcome addition, but I couldn’t help but think that this approach could have been taken further, so that it was a more integral part of the set-up process, rather than an aside.
Once your profile has been set up, you’re ready to send your first request.
As you would expect, Testimonial Monkey provides a number of options for requests: you can send them manually on an individual basis, upload emails in bulk, or – as most will probably do – set up automatic requests.
The individual requests are simply a matter of entering a name and email into a pre-populated form. It’s easy, but for the majority of users will be a last resort, as sending individual requests will become time-consuming. I used it for my testing purposes only. The bulk option allow you to upload a series of email addresses to be used.
In both cases, you can select a questionnaire that will be appended to the email. These questionnaires can be created through the administration tools, and add depth to the data you can collect. Be aware though, the more information you ask a user to complete, the less likely it will be that they will comply. If you want to collect more structured data, it may be worth doing this separately.
Finally, the automatic requests can be configured through the use of a personalised email address created for your account. This email address can be bcc’d on any email communication you have with your customer. Once the blind copy has been received the system will automatically send a request a number of days later. Like a lot of the integration features available on Testimonial Monkey, its easy to use and set up.
Although it does have the questionnaires, Testimonial Monkey doesn’t have features that some of the competitors do (including the ability to record audio and video testimonials), so you’ll have to make a call as to whether that’s important to you or not.
Sharing your success (or failure)
So you’re all set up and you’ve sent out your first request for a testimonial, even better, you’ve actually got a response; so how do you share it? This is where things can get onerous if it’s a manual process, but Testimonial Monkey covers the bases with a range if options that are flexible enough for most needs.
You get a hosted reviews page as standard, but the flexibility comes with the integration options. Dependent on your package, there are standard connectors for Twitter and Facebook, two or three widgets – including badges – to allow you to display the latest testimonials directly on your website, and an RSS feed for general use.
Each of these can be set up to display testimonials with a minimum rating (so only 4 or 5 star ratings for example) and there are basic theme options available too.
Regardless of the options selected, the integration is seamless, with posts appearing a regular intervals once received. It’s easy to use and requires no further interaction – which is perfect.
Packages and features
As with most services, Testimonial Monkey comes with a range of packages, ranging from Lite to Enterprise.
There is some confusion on the site in respect to pricing, as the Plans and Prices page shows a different set of one-time costs to the ‘Free Trial’ page, which quotes costs on a per month basis. I’m sure this will be cleared up.
Regardless of this, the features don’t really start kicking until the Professional level. It’s here that the vast majority of functionality becomes available. The Enterprise level adds the ability to completely white-label the product, removing the Testimonial Monkey branding that is otherwise displayed throughout (including customer emails and review pages). I haven’t seen the Lite/Essential version working, but without the ability to share via the social networks, it won’t be as useful to the majority of businesses (as they bring social media marketing into their marketing mix).
Does it work?
Yes, overall it does. The set-up is fairly easy to complete and the site does a pretty good job of keeping you on track. The site isn’t perfect, I think it could be slicker and more streamlined in taking you through the initial set up, and it would be nice to have more inline help available at times, but it’s a satisfactory experience.
It would be good to have some better advice on how to use the testimonials you collect. There’s functionality available that allows you to limit the amount of testimonials you publish through each of the channels (five Facebook posts or five Tweets for example) and this is more important than it seems. New users might be tempted to push all their positive testimonials out of the door and into the public limelight, but it is judicious use that is more effective. There’s space here for Testimonial Monkey to be our guide, not just our conduit. This approach is hinted at in the free eBook you receive when signing up and the appointment of a ‘Success Manager’ for Enterprise customers, but it could be more obvious.
Would I recommend it? Would I give them my testimonial?
In the spirit of testimonials, here’s one to finish.
Testimonial Monkey is effective at delivering and sharing testimonials with minimum effort and input. A little more polish on the administration side would help, but it doesn’t detract from what is a well-thought out and focused product. 4/5.
James Gardner, 10th January 2013
Have you used Testimonial Monkey or a similar product? How did it work for you? Have you seen an increase in conversions or responses? Let me know your experiences and thoughts in the comments.
Disclaimer: This is an independent review based on a professional account supplied to me for the purposes of reviewing the service. I have no business relationship with TestimonialMonkey. I have not received any direct monetary incentives or payments, but they have allowed me to keep the account if I so desire for no cost. I don’t need to write this bit, but I think it’s always good to be completely transparent.
This article was originally published here.