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Hyperlite Mountain Gear makes some of the best backpacking gear in the world.
An upstart in an industry with several legacy players and a whole host of cottage businesses, Hyperlite needed to differentiate themselves as a new, but most importantly–professional–brand, and soliciting customer reviews was one of many ways to do that.
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Hyperlite had solicited customer reviews since its inception, but a real opportunity arose when a contract with a previous vendor came up for renewal and we were able to migrate their review system to Okendo, one of the best review platforms around. Moving to Okendo allowed us to integrate Hyperlite’s review requests with several other channels–including email and organic social–as well as to customize the data they were collecting to better serve their customers. Instead of simply giving testimonials, happy customers are able, importantly, to rate both the product fit and their own experience in the outdoors–simultaneously validating shoppers’ choices as sound and allowing them to self-select by outdoor experience.
Additionally, we suggested integrating reviews with Hyperlites’ CX software, allowing team members to proactively respond to the few negative comments that come through the system.
Hyperlite was able to build massive social proof, gain specific insight for R&D, and connect a previously siloed data source to multiple channels, all, essentially, on autopilot.
