Customer reviews are more than just a reflection of how happy customers are – they are an asset that builds trust and drives sales. But many brands struggle to get enough good reviews to make an impact online.
In this article, we’ll explore five practical ways to overcome these. The following tactics are designed to boost your review collection and your online reputation.
Optimize Your Timing Request
Timing is everything when it comes to ecommerce reviews. Contrary to what many people believe, sending it too early isn’t the best thing to do.
Harvard Business Review experimented with this and found that sending product review reminders immediately after post-delivery decreased the response rate. You need to wait for some time, and here’s what you can do:
- Send requests 7-30 days after product delivery. One report saw that the best time to ask for a review is between a week and a month after the customer receives your product. This gives them time to unbox, test your product, see what they like and do not, etc. It’s also best to do some trials to find the sweet spot.
- Request reviews after customer support interactions. If you’ve resolved an issue, the customer will appreciate the effort and be more likely to leave a review.
You can use automated tools to schedule your review requests at the right time. Tools like RaveCapture allow you to automate follow-up emails and SMS so your requests will reach customers when they are most engaged.
Also, remember to be considerate of your customers’ time. Don’t send requests during work hours or late at night. Go for the early evening when online consumers are most relaxed.
Make the Online Review Process Simple
Simplify the review process to get more reviews. A complicated process can stop even the most satisfied and happy customers from leaving a review.
Here are some ways how you can make your review process effortless:
Review Forms: Include only the necessary fields, such as star rating and text box for comments. Optional fields for photos or video reviews can add value without overwhelming the customer.
Email Request: Send review request email after purchase. Include direct link to review form. Keep the email short and the CTA clear.
Video Reviews: If you have video reviews, make sure the process is simple. Provide clear instructions and examples to guide your customers.
Third-Party Review Sites: If you’re going to ask customers to leave reviews on third-party sites like Google or Yelp, make sure it’ll be easy for them by providing direct links.
Chat Software: Use chat software or chat widget to ask for reviews in real-time. This is great for getting feedback after a positive interaction.
If you want to simplify your process more effectively, choose a user-friendly platform like RaveCapture. It has integrations with major ecommerce platforms, so collecting and streamlining ratings and reviews won’t be an issue.
Ikea is a great example of a simple online review process. The form is inside the customer account, so they can provide their review anytime they want without using other software or clicking an external link. This ecommerce business also offers easy-to-follow instructions for those who want to leave a review.
Offer Incentives
Offering incentives can be a great way to get more online reviews for your ecommerce business. Encourage your customers by offering small rewards or perks in exchange for their feedback.
Examples of incentives:
- Discounts on future purchases
- Entries into monthly prize draws
- Gift cards
- Reward points
Make sure your incentive doesn’t come across as coercion. Phrase it clearly, like “Leave a review and get 10% off your next order!” This will help you maintain the integrity of your reviews.
To encourage reviews, you can embed these incentives in your communication channels, such as emails, social media, and your website.
For example, “Thank you for your purchase! Would you like to share your experience for a chance to win a $50 gift card?” goes a long way.
LSKD uses this strategy and offers three-tiered discounts depending on the type of review provided. For instance, they offer a 10% discount for written reviews, 15% for feedback with photos, and 20% for video testimonials on the customer’s next purchase.
Whatever incentive you choose, be transparent with your customers. Tell them that their honest reviews help improve your products and services. This openness will build trust and get more genuine feedback.
Follow Up On Review Requests
Timely and polite follow-ups are key to getting more customer reviews. Automated reminder emails seven days after the initial request can gently nudge current customers to leave a review. This timing often catches the customer when their experience is still fresh.
Personalization increases the response rate. Address the customer by their first name and mention the product they purchased. Using a conversational tone and
For example, “Hi Jane, how did you like your new blender?” Personal touches make your follow-up email feel more human and less like a mass email.
Handle Negative Reviews with Class
Potential customers can see how you deal with negative feedback about your product. Make sure to give them your 100% attention like what you do with positive reviews.
To handle negative reviews, you need to respond fast. If a customer leaves a 1-star review because of slow delivery or a bad experience, your customer service team should respond straight away. We apologize for the inconvenience and will offer a solution. Quick responses can turn angry customers into happy ones.
Here’s an example template for addressing bad reviews if you’re running a fashion or retail business:
“Dear [Customer’s Name],
Thanks for getting in touch and sharing your thoughts with us. We’re really sorry to hear that things didn’t go as planned with our service. It’s pretty important for deliveries to be on time, and we genuinely apologize for any trouble the delay might have caused.
We’ve seriously taken note of your feedback, and we’re actually investigating what went wrong to make sure it doesn’t happen again. In the meantime, we’d like to set things straight. Please contact us at [customer service email/phone number] so we can quickly sort this out for you, whether that means speeding up your order or giving some kind of compensation due to the delay.
Your satisfaction matters a lot to us (it’s very high on our priority list), and we really appreciate having you as a customer. Thanks once again for letting us address this issue, and we’re hopeful about serving you better next time.
Best wishes,
[Your Name] [Your Position] [Your Contact Information]“
Using a chatbot and other conversational commerce strategies can also be helpful when there is a high chat volume during peak hours.
Chatbots provide an instant response, reduce the average response time, and allow customer service agents to handle more complex issues.
Following up effectively makes a big difference in keeping a good relationship with your customers and getting more reviews.
Use Social Proof
Showcasing positive feedback can encourage more customers to share their experiences. Featuring top reviews on product pages and during checkout helps potential customers make a buying decision. This builds trust and can increase conversions.
Use tools to share reviews across social media and product pages. Platforms like Google My Business, Google Customer Reviews, and built-in social proof features on Shopify and other ecommerce platforms make it easy to manage and display reviews.
Ask your happy customers to leave reviews. You can add customizable widgets on your page to showcase real customer feedback, which can make potential buyers feel more comfortable buying from your online store.
You can even create user-generated content (UGC) incentives. For example, offer discounts or special promotions to customers who leave testimonials or share their positive experiences on social media platforms like Instagram or Facebook. This amplifies your social media and word-of-mouth marketing.
For example, Amazon shows customer reviews and star ratings on their marketplace to build trust. Displaying real reviews and product ratings on your ecommerce site not only helps with SEO but also reduces bounce rates.
By focusing on both customer experience and marketing, you’ll get more happy customers and more sales.
We’ve covered many ways to collect more ecommerce reviews, from optimizing request timing to using social proof. Try these out, and you’ll get more customer feedback, which is key to building trust and sales.
To make it even easier, try RaveCapture. RaveCapture automates and optimizes review requests so you can engage with customers at the right time.