Customer reviews have become one of the most powerful tools in building trust for eCommerce brands. Driving sales and improving your brand’s credibility, online shoppers rely heavily on peer feedback before making a purchase, which is why encouraging online reviews is more important than ever.
Let’s take a look at the most effective strategies for collecting valuable feedback, from automating review requests to harnessing the power of social media. We’ll help you develop an eCommerce strategy to increase your eCommerce website reviews, build a strong reputation, increase conversions, and elevate your business in a competitive market.
As more customers turn to online shopping for goods and services, it’s important they know which eCommerce sites to trust. Ecommerce customer reviews help potential buyers make informed decisions and reassure them that they’re making the right choice, in the absence of physical interaction. Shoppers are more likely to make a purchase if there are lots of positive eCommerce website reviews because they will feel more confident with their decision to buy a product or service.
Customer reviews on eCommerce websites help improve SEO. This is because search engines, (particularly Google), consider customer reviews as a factor when ranking products and websites. If your site has eCommerce website reviews, it can help increase the frequency and relevance of keyword-rich content on your site, which will boost your brand’s visibility in the SERPs.
While some customers will decide to write eCommerce website reviews themselves, incentivising them can be a powerful way to encourage feedback and boost engagement. You may want to offer small rewards for customer reviews on your eCommerce site, such as loyalty points or entry into a prize draw. This approach helps make sure customers feel encouraged to share their genuine opinions without feeling pressured to leave a glowing review.
You should make it clear that the incentive is for leaving a review, not for writing a positive one. Not only is this more ethical, but it also helps convey that your brand values all feedback, whether it’s positive or constructive.
It’s important that you make leaving customer reviews on your eCommerce site as straightforward as possible. The less effort required, the more likely customers are to take the time to write a review. You should leave clear instructions to help speed up the process of leaving eCommerce website reviews through multiple channels, such as email, social media, or your website.
The best time to request eCommerce customer reviews is right after the customer has made a purchase or once the customer has had time to experience the product. Sending review requests too early or too late can reduce the likelihood of a response.
At our award-winning SEO agency, we recommend setting up automated email reminders or SMS messages that go out after delivery, when the customer’s experience with your product is fresh. It’s a good idea to personalise the request with the customer’s name and product details to make the experience feel more genuine. You can also state how appreciative you are of their custom and mention how much their feedback helps others.
After a customer leaves a review, make sure to acknowledge their effort. A simple thank-you message and mention of their reward (such as loyalty points or entry into prize draws) will show your customers that their feedback is valued.
Along with the all-important eCommerce website reviews, it’s important to manage, nurture and respond to the feedback your customers provide. We can help you regularly monitor reviews across multiple platforms, including your website and third-party platforms such as Google and Trustpilot. Using tools like Google Alerts or review management software can help monitor when and where your brand is being discussed.
While positive customer reviews on your eCommerce site are important, it’s helpful if you have a mixture of various ratings and opinions. Positive reviews and constructive criticism add authenticity to your brand and show that feedback isn’t being filtered or altered.
When you receive less than positive eCommerce customer reviews, you should always respond and acknowledge the issue, before offering a solution and inviting the reviewer to continue the conversation privately if necessary. Ignoring, deleting or responding negatively to eCommerce website reviews can damage trust in your brand and reflect badly on your business.
For more on our blog, read How To Enhance Customer Service on Your eCommerce Website and Our Essential Website Health Checklist.
