The importance of customer feedback and how to collect them

The most important measure to evaluate the effectiveness of a business website is not only in the effects, outstanding images, or eye-catching interface. But the most critical factor is whether the website helps to bring conversions or increase revenue for the business.

So what makes your store website stand out when many businesses have the same type of product range? Valuable customer feedback about the product is the answer!

This article will provide readers with why customer feedback is so important to an E-commerce website and useful methods that businesses can implement in collecting reviews from customers.

Why customer feedback is critical for E-commerce?

Surely many business website owners have wondered if their website is optimized in terms of images, interface, and works smoothly on many different devices.

In addition, the website is also optimized for SEO and even has a high ranking on search results pages. However, why does it still not bring a satisfactory business result, and not achieve the KPI on the conversion rate set out from the planning?

Most likely the element that those websites are missing is customer reviews.

Having a review feature helps other users get a clear idea of the product before purchasing. They can read previous buyer reviews and decide if the product is worth buying.

You're missing out on a big quantity of potential consumers if you haven't incorporated reviews into your eCommerce site yet, just because you're afraid of negative reviews.

Whether your company is well-known or just getting started, product reviews are always vital in the running of an eCommerce business. Especially when it comes to reliability - one of the most important criteria in deciding your brand's long-term success.

1. Understand customer needs and problems

Client reviews can provide insight into what your consumers really desire, which can assist your store in genuinely evaluating the level of customer happiness.

If you use this analytical data as input, you'll be able to improve customer service by quickly and efficiently resolving client issues. Resulting in a positive experience for the customer and keeping your focus on their needs.

2. Build and maintain relationships between businesses and customers, brand loyalty

Customer feedback helps businesses detect customer frustrations about products and services before these seriously affect business operations.

 
By listening to customer feedback, businesses can use them to learn from and devise appropriate ways to ensure that all of their customers have a better customer service experience. Because only when customers are satisfied, will they continue to use your products/services.

Moreover, any customer will feel appreciated when your store cares about their reviews. Thereby building customer trust and loyalty.

3. Improve customer experience and enhance customer service.

Listening to customers is the only way for businesses to ensure that they can create a product or service that customers really want to buy.

In today's highly competitive business world, companies can build a competitive advantage and win the trust, loyalty, and support of customers in the long run by developing the link between products and services and customer feedback.
 
Buyer reviews help sellers get feedback on their products and services. Negative reviews will provide you with problems with products and services so that you can improve them in the future, thereby increasing your sales.

4. Diversify products based on collected needs. Make better business decisions.

The best business decisions are not instinctive, they are made based on aggregated data from the business. Therefore, every business needs to collect enough information about the attitude as well as the way customers feel about the product/service.

If the majority of customers want to suggest an additional product feature or customer service channel, listening to them will help you make effective business decisions.

Not everyone cares about how customers feel. That is a big mistake that can cause businesses to become increasingly lagging, even bankrupt because the rate of customers leaving them is too high.

As a result, gathering customer feedback and comments will assist firms in getting a better understanding of their products and services.

As a result, products will be improved and diversified to fulfill client needs and increase business efficiency.

5. Keeping up with market trends

To develop a business well, not lag, and even stay ahead of the trend in the market, there is no better way than collecting customer reviews.

This information is in addition to pointing out defects in the product, service, or process. It also shows businesses the needs, wants and changes of the market.

Customers may be satisfied with products and services at the time of purchase, but that doesn't mean 1-2 years later they are still the same. They need something new.

Listening to issues and acting on customer opinions can improve business performance and keep pace with ever-changing market trends.

6. Marketing campaign through review collect activities to increase revenue

Have you ever thought that customer reviews are the most effective marketing method?

Think about it, even if you promote your product and say your product is good, will customers easily believe it? But they have more trust in other customers who have used the product.

A compliment, a good comment from an old customer also makes potential customers more confident.

There is such a powerful communication channel. Why don't we apply it?

Methods businesses can use to collect feedback from customers

1. Survey

Don't assume you know what your clients feel and say about their experience.

Instead, do frequent customer surveys and solicit feedback; you might be surprised at what you learn.

Customers can be surveyed in a variety of ways, including direct phone calls, text messaging, and online survey forms.

Demonstrate to your customers that you care about their experience and value their feedback.

2. Emails

Email is the most effective method for collecting customer feedback. To implement an effective email strategy, you need to pay particular attention to the purpose and timing of the message.

In addition, there are countless other factors you need to consider such as content, information,... If you send spam emails, your emails may fly to users' spam mailboxes.

Personalization can increase email read rates by 14% and conversion rates by 10%. Therefore, before clicking the send email button, you should double-check carefully whether the recipient's name is correct in the sent messages.

The more customer information you have to personalize and capture the preferences, trends, and interests of shoppers, the higher your response rate will be and vice versa.

You can use Email Marketing or CRM software like SimCRM to optimize personalization when sending emails.

Using Email Marketing software to optimize personalization when sending emails is also a good idea!

• Review products/services directly on the store's website.

Online review sites are a great way to find out what customers think of your brand. People will leave feedback about products, services, and the whole world can see.

Encourage your customers to respond on your website, fan pages, and groups. According to one report, customer reviews are 12 times more trustworthy than your product descriptions.

On the other hand, up to 90% of potential customers often search and read online reviews and ratings before deciding to buy.

Besides, you also have to be quick to respond to negative feedback and customer inquiries. Only then will they realize that they are cared for and listened to.

• Social media post

Social media today has a huge influence on people's lives and even in business. With applications, programs built on the Internet platform will help connect people quickly and closer than ever.

Moreover, social media is growing strongly with the variety of services provided to users. Typically Facebook, Zalo, TikTok, Youtube, etc., you will have a lot of sources to get feedback from your customers.

Social media posts, and blog posts are also ideal places to attract customer interaction.

• Direct messages

Think text messages are just for promotions? This is an incorrect thought. Statistics show that up to 90% of text messages are opened within 3 minutes of receiving them, and the response rate is around 30%.

These numbers show that SMS is an effective way to reach and engage with customers. Therefore, this is an integral part of collecting customer feedback strategy.

• Website contact forms, support tickets and live chat

While the above methods are generally more suitable for customers who have already purchased a product, the contact forms on the website and the live chat system will work for even first-time customers.

Customers can contact the store directly when they need help or when they want to ask about the problems they are wondering about.

This can be considered the fastest and most indispensable channel for contacting, responding, and collecting customer feedback on every e-commerce website.

Customer feedback plays an extremely important role in the growth of a business. And the core of every business's success is based on the foundation of product quality and customer service. Those are the factors that help bring about positive reviews.

In the article that we share today, we hope to help you better understand the great value in business development that customer feedback can bring. Also, know how to collect customer reviews quickly and efficiently.

We hope this post has provided you with useful information!